---
schema_version: "1"
id: 0ca1cf8b2af8e185453ff7c67da2118b09cedf49791d86fa59127569e173e41b
title: Omnichannel Routing for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0c5bf49e8a56a70c75f668e44cd30302b09cfd145cf174ba6a85ffbe3854df73
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Omnichannel Routing for IT Services

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

<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>

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_routing_explainer.htm&release=264.0.0&type=5)**  
    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.