--- schema_version: "1" id: 1d92272b11a0db05b1ef53f0f87603fb56765fb950bfc64528f2bcb97abbdf2d title: Route Work with Omni-Channel collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_route_work.md canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f9bebfdc688ae7d085b2284d8f1877869f26d8497f28ead1ff72babddede8d00 description: Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. products: - Service Cloud release: "264" --- # Route Work with Omni-Channel Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows. ### Required Editions
View supported editions.
Omni-Channel routes work based on the defined routing logic. When a support rep is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the rep’s capacity consumed by the work item. But the declined work item remains owned by the declining rep until the work is routed again. If the rep declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that rep again. If a rep accepts the work, they can transfer the work to another rep. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). - **[Understand the Details of the Routing Lifecycle](https://help.salesforce.com/s/articleView?id=service.omnichannel_psr_lifecycle.htm&release=264.0.0&type=5)** When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork. - **[Choose Your Routing Strategy](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_strategies.htm&release=264.0.0&type=5)** Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports. - **[Choose Your Routing Destination](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_targets.htm&release=264.0.0&type=5)** Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots. - **[Configure Your Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_methods.htm&release=264.0.0&type=5)** You can use these ways to route work. - **[Prioritize with Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5)** When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. - **[Set Up Work Reassignment](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&release=264.0.0&type=5)** To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout. - **[Routing Work When the Omni-Channel Routing Service Is Unavailable](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_with_service_degradation.htm&release=264.0.0&type=5)** If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution.