---
schema_version: "1"
id: db66db5bf3d9420c749bc44003619c2d6f365d815d4e59a88f178e8f1360f5cd
title: Add a Route Work Action
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_add_route_action.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b127ba480ed23bd5137dcb4388bb47e15c288c9ab86bb0ca080d4d08bb7e344d
description: Route work items to service reps with specific skills using an Omni-Channel flow.
products:
  - Service Cloud
release: "264"
---
# Add a Route Work Action

Route work items to service reps with specific skills using an Omni-Channel flow.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><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>

Before you can route work using skills-based routing, enable the **Enable Skills-Based and Direct-to-Agent Routing** option in Omni-Channel Settings under Setup.

1. Drag the Route Work action onto the canvas.
2. Give the action a label and API name and optionally, a description.
3. Under Set Input Values, select how many items to route work for.
    
    To route one item, select **Single** and select a flow variable of type Text that contains the record ID to route work for. To route work for up to 100 items, select **Multiple** and provide a flow variable that’s a collection variable of type Text with the list of record IDs to be routed.
    
    If you specify a collection of records and the flow can’t find one of them, it rolls back the changes and routes none of them.
4. Under Service Channel, select the channel.
5. Under Route To, select **Skills**.
6. Under Skill Requirements, select one of the following options:
    1. Define Skill Requirements
    2. Run Skills-Based Routing Rules
    3. Both
7. If you define skill requirements in an Add Skill Requirements action in the flow, specify that action’s output as the skill requirements list in the Route Work action.
    
    For example, if the API name of an Add Skill Requirements action is AddSkill, specify that action’s outputs, {!AddSkill.skillRequirements}. Or if you use the [skillList variable](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_skilllist.htm&release=264.0.0&type=5 "To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.") to aggregate skills, specify it as output in the Add Skill Requirements action and in the skill requirements list in the RouteWork action.
8. Under Routing Configuration, select either of the following options:
    1. Select Routing Configuration—Specify a routing configuration where the Use with Skills-Based Routing Rules option is disabled.
    2. Use Variable—Use a variable to find the appropriate skill list. For example, use a variable to determine the language skill associated with the customer’s Contact record.
        
        ![New Action routing to skill list variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_route_skills.png)

Debug logs are not created when the Route Work action is invoked.

#### See Also

- [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5 "Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns.")