---
schema_version: "1"
id: f37b58f0f430b9deecb10dee940076f9c143cd245bce845046fc9d3387a60dab
title: Routing with Skills-Based Routing Rules
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_attribute_based_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b155191caddccb3613c88baab8ba1858bf895b65328a998e251deebe453dc017
description: 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.
products:
  - Service Cloud
release: "264"
---
# Routing with Skills-Based Routing Rules

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.

### 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>

Before you create skills–based routing rules, complete all skills-based routing prerequisites.

Skills-based routing rules support Case, Lead, Order, and custom objects.

Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied.

- **[Enable Skills-Based Routing Rules from the Routing Configuration](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_config.htm&release=264.0.0&type=5)**  
    The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules.
- **[Map Work-Item Field Values to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing_mapping.htm&release=264.0.0&type=5)**  
    To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill.

#### See Also

- [Create Service Resources for Service Reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.")
- [Prepare to Route to Skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&release=264.0.0&type=5 "Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.")