---
schema_version: "1"
id: 9fc8fcc6407d81da9220a5b099257b51e09032195cf35da25ced2f0a1c9d251f
title: Create Cases for Inbound Calls with an Omni-Channel Flow Template
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_create_cases_with_omni_flow.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_create_cases_with_omni_flow.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: da30e248e94eb95b780510e49cb11a399718c94f83ea04a63360afd586910edd
description: Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue.
products:
  - Service Cloud
release: "264"
---
# Create Cases for Inbound Calls with an Omni-Channel Flow Template

Save yourself time setting up this routing logic by using the Basic Routing with Case Creation template. This template identifies the caller, routes the call to a queue, creates a case for the call, and screen-pops the new case record when the service rep accepts the call. If needed, modify the Omni-Channel flow to change the default routing behavior, such as the queue.

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1. In the Quick Find box under Setup, enter Flows, and then select **Flows** under Process Automation.
2. Click **New Flow**.
3. Click **All + Templates**.
4. To filter the flow types to Omni-Channel flows, select **Omni-Channel Flow** in the left pane of the New Flow screen.
    
    ![New Omni-Channel Flow type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_new_flow.png)
5. To create a flow from the Basic Routing with Case Creation template, select **Voice Calls Routed to Basic Queue with Case Creation**, and then click **Create**.
    
    ![The flow contains lots of elements, including a Create Case element that's use if a case isn't found.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_basic_routing_with_case_creation_flow.png)
6. Open the Route Work action.
7. In the Service Channel field, remove **Phone**, and then search for and select **Phone** again.
8. Click **Done**.
9. Save the Omni-Channel flow.
10. To activate the updates to the flow, click **Activate**.
11. In Amazon Connect, open the associated Sample SCV Basic Routing with Case Creation contact flow.
12. Double-click the Invoke AWS Lambda function block, and add the `flowDevName` and `fallbackQueue` input parameters.
13. In `flowDevName`, specify the developer name of the Voice Calls Routed to Basic Queue with Case Creation Omni-Channel flow that you created .
14. In `fallbackQueue`, specify the developer name or ID of the fallback queue. If needed, you can assign the SCV Basic Queue as the fallback queue.
    
    ![The Function Input Parameters section shows the input parameters.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/voice_contact_flow_specify_input_parameters.png)
15. Save the changes to the Lambda function.
16. Save and publish the Sample SCV Basic Routing with Case Creation contact flow.
17. Open the Sample SCV Inbound Flow.
18. Open the Transfer to Flow block and select **Sample SCV Basic Routing with Case Creation**.
19. Save the inbound contact flow and publish the changes.

After you're done, to route calls made to a phone channel, assign the Sample SCV Basic Routing with Case Creation Omni-Channel flow to the phone channel.

![Channel properties](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_voice_channel_properties2.png)

#### See Also

- [Assign an Omni-Channel Flow to a Phone Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_calls_with_omni_flow.htm&release=264.0.0&type=5 "Your contact center can have multiple phone channels that your customers can call, such one for Support and another for Sales. Each channel has its own phone number. To route calls in a phone channel, create the channel in the contact center and then specify the routing method for the channel. To dynamically route calls with an Omni-Channel flow, assign the flow to the channel.")