---
schema_version: "1"
id: c19113a55ab8c02db237d04f0ffd6b5ab62fe7558b4a668220171795c32a0403
title: Case Routing Preview Default Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_default_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_default_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 29c4c06d71d6ae24660687eca141dd2ac79ce8a59616e40359cdfca5f7d120c5
description: When you turn on Case Routing (Omni-Channel) in Salesforce Go, these settings become active.
products:
  - Service Cloud
release: "264"
---
# Case Routing Preview Default Settings

When you turn on Case Routing (Omni-Channel) in Salesforce Go, these settings become active.

### 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 for Salesforce Go</a>.</td></tr></tbody></table>

## Default Settings

Case Routing interacts with other features, so it's important to understand its effects when enabled.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35509e65">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35509e68">What It Does</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35509e71">Considerations</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e65 ">Turn on Omni-Channel</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e68 ">Enables standard Omni-Channel for Salesforce orgs with standard channels, and
              Enhanced Omni-Channel for Salesforce orgs without them. </td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e71 ">Standard Omni-Channel prevents users from using the Omni-Channel sidebar.
              Instead, users need to use the Omni-Channel utility on the console. </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e65 ">Turn on Omni-Channel settings</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e68 ">
              <p>Enables the following settings.</p>
              <ul>
                <li>Skills-Based Routing</li>

                <li>Direct-to-Agent Routing</li>

                <li>Secondary Routing Priority</li>

                <li>Status-Based Capacity Model</li>

              </ul>
            </td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e71 ">This setting reduces manual setup. You can modify this setting, but doing so
              might affect manual steps. For example, turning off the Status-Based Capacity Model
              means you'll need to set up statuses yourself.</td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e65 ">Create a default supervisor configuration</td>

            <td data-label="What It Does" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e68 ">Adds the Default Supervision Configuration. </td>

            <td data-label="Considerations" class="slds-cell-wrap" style="vertical-align:top;" headers="d35509e71 ">You can modify this setting.</td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&language=en_US)