---
schema_version: "1"
id: e54d7c0fb5cf2f3f577fac3d42cf71ec1432227e11beaa08e3ee8fa307efcf6b
title: How an Incident Record Moves Through Omnichannel Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_incident_routing_workflow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_routing_workflow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e1f52a50027bd2ecdea7a8980c632b594522c782218d6266da9feb167f4cb50a
description: This is what the high-level workflow for omnichannel routing looks like for an incident.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# How an Incident Record Moves Through Omnichannel Routing

This is what the high-level workflow for omnichannel routing looks like for an incident.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

## Incident Reported

An IT incident is reported through any channel and key details, such as subject, description, urgency, impact, and priority are captured.

## Queue Assignment

After an incident is created, it is routed to a queue through one of these methods:

- Rule-Based Assignment: Assignment rules integrate with Omnichannel to automatically route incidents to the right user or queue based on the criteria you define. See [Assignment Rules for Agentic IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assignment_rules.htm&release=264.0.0&type=5 "Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue.").
- Agent-Based Assignment: Agentforce analyzes the incident's details against similar past incidents to find the right queue for it. See [Assign Incidents Automatically to the Right Queue with Einstein](https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_inc_assign.htm&release=264.0.0&type=5 "Speed up your IT managers' issue resolution time and assign incidents accurately with Einstein. Einstein uses the incident details and other insights from recent incidents to recommend the most suitable queue, even for incidents that are already assigned.").
- Privilege-Based Assignment: A standard flow template routes an incident to a specific queue or user when the employee who reported it has a service management privilege, such as VIP. See [Prioritize Incidents for Employees with Privileges](https://help.salesforce.com/s/articleView?id=service.it_srvcs_create_emp_users.htm&release=264.0.0&type=5 "Use the standard flow templates to give incidents from privileged employees faster SLA targets and specialized routing. Each template checks whether the employee who reported the incident has a privilege that’s tagged VIP.").
- Manual Assignment: A user manually assigns a record to a queue by changing the owner of the record to a specific queue.

## Agent Assignment

Since Omnichannel Routing is set up, after the incident is assigned to a queue, Salesforce routes it to the most suitable support rep through their Omni-Channel inbox. The IT rep receives a notification for the incoming incident and they can accept it from their Omni-Channel inbox to start working on it.