Automate the distribution of all incoming IT work items, such as incidents, problems,
and change requests, to the most suitable service representatives. Omnichannel Routing ensures
that all IT issues – whether they come through email, chat, phone, or a self-service portal –
are routed to the right IT reps based on their availability, workload, and specialized skills,
thereby streamlining IT service delivery and minimizing delays.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service. |
This is how Omnichannel routing for IT service can improve your organization:
- Simplified Implementation: With the quick, guided setup flow, enable omnichannel routing
for incidents, problems, or change requests with minimal administrative effort.
- Increased User Satisfaction: Minimize delays and unnecessary escalations caused by
inefficient routing of IT requests. Get faster and more responsive service delivery,
ultimately boosting end-user satisfaction.
- Smarter Resource Utilization: The system ensures that the right IT support rep works on
issues based on their availability, capacity, and other factors, including skills. This
prevents errors if rep capacity is less than the work item size and optimizes the
utilization of IT support teams.
- Set Up Omnichannel Routing for IT Services
Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.
- How Omnichannel Routing Works in IT Services
When Omnichannel Routing is set up for IT services, incoming work items such as incidents, problems, and change requests are automatically sent to the most suitable support reps. The support rep can see the incoming request right in the Agentic IT Service Desk app through the Omni-Channel inbox and choose to accept it.
