---
schema_version: "1"
id: 7e42bd8ba10e9552bbf9246d024cc06fa7317e7316b35ab021f997e2d9b087e4
title: Set Up Work Reassignment
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omni_set_up_reassign_work.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f7bb9d780eff39579498be0b1fc898944bb4c0e6f5c32802ff9d9efe8747a6b0
description: To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout.
products:
  - Service Cloud
release: "264"
---
# Set Up Work Reassignment

To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Although you can transfer work to a different skill set with both Standard and Enhanced Omni-Channel, this topic is explicitly for Enhanced Omni-Channel. To transfer work with Standard Omni-Channel, see [Transfer a Work Item to a Different Skill Set](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&language=en_US).

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)

Tip To control who can use the Reassign action and when they can use it, add it as a dynamic action in Lightning Builder instead of adding it to a page layout, as described here. With Lightning builder, you can add visibility rules. See [Create Dynamic Actions in Lightning App Builder](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_create_dynamic_action.htm&language=en_US).

Before you set up work reassignment, complete these prerequisites.

- Verify that Enhanced Omni-Channel routing is enabled. If it’s not, the Reassign action isn’t available.
- To reassign work items without a routing configuration to a skill or specific rep, select a default routing configuration in the service channel settings. For example, work that wasn’t originally routed by Omni-Channel doesn’t have a routing configuration.

1. In Object Manager, open the object, like Case.
2. To open a page layout where you want to add the Reassign action, click **object Page Layouts**, and then select a layout.
    
    ![Page layouts for the Case object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/case_page_layouts.png)
3. In the Mobile & Lightning Actions section, drag the Reassign action on to the Salesforce Mobile and Lightning Experience Actions section of the page layout.
4. Save the page layout.

The Reassign action appears in the object page.

![Reassign option in the Case record page.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/case_reassign_option.png)

#### See Also

- [Transfer a Messaging Session](https://help.salesforce.com/s/articleView?id=service.livemessage_agent_transfer_session.htm&language=en_US)
- [Supported Objects for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US&type=5)