Salesforce Docs Portal

Set Up Omnichannel Routing for IT Service Records with a Guided Flow

Route IT Service records with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default IT services console app. This is the fastest way to set up Omnichannel routing for IT service records.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To set up Omni-Channel: Customize Application

Before you begin, enable Enhanced Omni-Channel. See Upgrade Standard Omni-Channel to Enhanced

  1. From Salesforce Go page, go to the Features tab, and search for Omnichannel Routing for IT Service.
  2. Click Set Up on Omnichannel Routing for IT Service.
  3. Turn on Omnichannel Routing for IT Service.
    This action automatically turns on Omnichannel, Omnichannel settings, and creates a default supervisor configuration.
  4. Next to Guided OmniChannel Setup, click Go to Setup.
  5. In the Set Up Omni-Channel window, click Start.
  6. Select an object type from the dropdown menu.
    You can select from Incident, Problem, or Change Request.
  7. Enter a name for the queue, for example, High Priority Incident.
  8. Select the users to add to that queue, and click Next.
  9. Review the automatically populated routing configuration name, presence configuration name, work item size, and agent capacity.
    To learn more about what these are, see Key Components of Omnichannel Routing for IT Services.
  10. Click Next.
  11. In the summary window, click Finish.
    The flow creates the queue, a routing configuration, a presence configuration, and a service channel if one doesn't already exist.

To learn more about what the flow does, see Guided Setup Flow for Routing Cases with Omni-Channel

Make sure you create assignment rules to automate routing to queues. Without assignment rules to automate the queue assignment, you have to manually assign records to queues before omnichannel routing can route them to the reps in the queue. See Assignment Rules for IT Services.