---
schema_version: "1"
id: 8247ef76aff5e505172987917bf214a1a61175d7be35f70edd628de81ef63e70
title: Configure Your Routing Rules
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_routing_methods.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_routing_methods.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5d0f92a07c2fc81f006c8140a7a08fb230816d6cf620bec0a29e2699938d2740
description: You can use these ways to route work.
products:
  - Service Cloud
release: "264"
---
# Configure Your Routing Rules

You can use these ways to route work.

### 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</a>.</td></tr></tbody></table>

- **[Basic Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_to_queue.htm&release=264.0.0&type=5)**  
    Use Omni-Channel to route work from a channel directly to a queue. For example, you can route calls received from a specific phone channel to a specific queue. To specify the queue, edit the contact center channel.
- **[Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&release=264.0.0&type=5)**  
    Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.
- **[Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&release=264.0.0&type=5)**  
    Create skills-based routing rules to define when to require specific skills when routing work to service reps. For example, define a rule that routes calls about product returns to a service rep who knows how to process returns.
- **[Route Voice Calls with Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_unified_routing_voice.htm&release=264.0.0&type=5)**  
    Route inbound, outbound, and transfer voice calls alongside other channel types in Salesforce by using Omni-Channel Unified Routing. Unified Routing allows Salesforce to serve as the single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system.