---
schema_version: "1"
id: bee21f99ebd2ad0be19bf9c94141e84bb11b0be31ca7f16e68cc21a9fa35223a
title: Set Up Omnichannel Routing for IT Service Records with a Guided Flow
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_omnichannel_guided_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_guided_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2e905b861cc91c4439a1b009141c6fa4e4185977e3a66ecc60b7737a4448d9ab
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d68279e72">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d68279e72 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d68279e72 ">Customize Application</td>

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Before you begin, enable Enhanced Omni-Channel. See [Upgrade Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&type=5&language=en_US)

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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_components.htm&release=264.0.0&type=5 "Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you.").
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](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel.htm&type=5&language=en_US)

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](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.").