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.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

How an Incident Record Moves Through Omnichannel Routing
This is what the high-level workflow for omnichannel routing looks like for an incident.
Key Components of Omnichannel Routing for IT Services
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.