---
schema_version: "1"
id: 34838255aea03995e8ef095ff37fb7ce025a58f1d3d295832ef9e86817972601
title: Set Up 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_setup_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_setup_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f722688bd38617946305bcb81390af6b2ffe29c866b0abfc87e0503b950b36d9
description: Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Set Up Omnichannel Routing for IT Services

Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.

### 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>

- **[Set Up Omnichannel Routing for IT Service Records with a Guided Flow](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel_guided_flow.htm&release=264.0.0&type=5)**  
    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.
- **[Configure Omnichannel Components Manually for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_omnichannel_setup.htm&release=264.0.0&type=5)**  
    Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps.
- **[Add Omni-Channel Sidebar to Agentic IT Service Desk](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannnel_sidebar.htm&release=264.0.0&type=5)**  
    While an Omni-Channel utility bar is automatically added when you use the guided flow to set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage their incoming workload.
- **[Configure Advanced Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_omnirouting.htm&release=264.0.0&type=5)**  
    To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.