---
schema_version: "1"
id: 0c16436465856326f3e75f519202a21c3a8a13b4c779157f283efe47079eb40c
title: Route Work Items to Skills
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_using_skills.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c3687bcc23b9f66cc7eb11944c486432a79b93cec05bb2ab568f1d0bf2513f9f
description: Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills.
products:
  - Service Cloud
release: "264"
---
# Route Work Items to Skills

Automatically route work items to qualified support reps based on their specific skills. You can achieve this using skills-based routing rules, an Omni-Channel flow, or a combination of both. For instance, to conditionally assign specific skill requirements to work items using an Omni-Channel flow, add a Decision action to establish the conditions that determine which set of skills are applied to each work item and add a Skill Requirements action to define a set of skills.

<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>

![Example flow with three Add Skill Requirements and one Route Work actions.](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_using_skills.png)

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

Note You can’t use skills-based routing for voice calls.

- **[Prerequisites to Route Work to Skills](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills_prereqs.htm&release=264.0.0&type=5)**  
    Before you can route work items to skills using an Omni-Channel flow or skills-based routing rules, you must complete the prerequisites.
- **[Add a Skill Requirement Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&release=264.0.0&type=5)**  
    Add skill requirements to your work items to ensure the work is routed to the best service rep for the customer’s issue. You can add up to 10 skills with the Add Skill Requirements action and can define 20 skills overall in the flow when routing an individual work item.
- **[Add a Route Work Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&release=264.0.0&type=5)**  
    Route work items to service reps with specific skills using an Omni-Channel flow.

#### See Also

- [Route Voice Calls to a Skill with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_route_to_skill.htm&language=en_US)