---
schema_version: "1"
id: ce4e45cf310249d8363df99db137b548b267f122c155f073c9423fa549f3c6d4
title: How Omnichannel Routing Works in 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_routing_explainer.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_routing_explainer.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 13b1f5179ff99b1d6adc135a156da7e1da758b389d41cf976911585781732718
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<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>

- **[How an Incident Record Moves Through Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_incident_routing_workflow.htm&release=264.0.0&type=5)**  
    This is what the high-level workflow for omnichannel routing looks like for an incident.
- **[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.