---
schema_version: "1"
id: 77b8b6e953f247a42248a20abf459f8fe4ca19ec4c919866c119d9bd32bcb710
title: Routing and Assignment 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_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 47fb10487ce7bd6eeedcada4e4ac68d536578e58b2aaaca65f125ddf409e5862
description: Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Routing and Assignment for IT Services

Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.

### 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>

- **[Automate IT Work Assignment with Assignment Rules and Omnichannel Routing](https://help.salesforce.com/s/articleView?id=service.it_srvcs_assgnmnt_omnichannel_example.htm&release=264.0.0&type=5)**  
    Know how a new incident for an IT issue is routed to the right support agent by using a combination of assignment rules and omnichannel routing.
- **[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.
- **[Omnichannel Routing for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_omnichannel.htm&release=264.0.0&type=5)**  
    Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays.