---
schema_version: "1"
id: 77a26a9986e75d7522ed78b2a743129184f193179e84d3e670239ecbe0c04cfb
title: Route Work Items to Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_to_queues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_to_queues.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ec4a94cf88b994f3743148e1daf22cb19041d0f6a785732b85c0bbf6db8f4761
description: Automatically route work to a specific queue using variables.
products:
  - Service Cloud
release: "264"
---
# Route Work Items to Queues

Automatically route work to a specific queue using variables.

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1. Follow the steps to [create an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&release=264.0.0&type=5 "Create a flow from scratch. Or, get a headstart by creating one from an Omni-Channel flow template. The templates illustrate how to create flows that route chats, voice calls, and messages to service reps, queues, and skills. You can also use a template to create a case for each inbound call. You can customize flows built from templates to meet your business needs.").
2. Drag the **Route Work** action onto the canvas.
3. Give the action a label and API name and optionally, a description.
4. 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.
5. Under Service Channel, select the channel.
6. Under Route To, select **Queue**.
7. Under Queue, select either of the following options:
    1. Select Queue—Specify the queue to route to.
    2. Use Variable—Use a variable to find the appropriate queue. For example, the variable can represent a department queue that’s related to the customer’s Contact record. While migrating Omni-Channel Flows with Omni Actions, use a variable to better support migration of the action.
        
        ![New action routing case to queue.](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_queue.png)

If the flow finds a record but can’t route it to the specified queue for some reason, the record is routed to the fallback queue.