---
schema_version: "1"
id: c9c2dd0d91c161698c913ea1d18119cbdc0052e7f9ebf6d6fa8e459424fcbd1d
title: Schedule Work Items for Future Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_schedule_work_items_for_future_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_schedule_work_items_for_future_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2a29b9a4a2a62883044d0f0899438d0b56cf426bde7fd54d480b7d6eaf337daa
description: Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately.
products:
  - Service Cloud
release: "264"
---
# Schedule Work Items for Future Routing

Use Schedule work item routing to set a specific date and time in the future for a work item to be routed, rather than adding it to the backlog immediately.

### 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>

Schedule work item routing supports callbacks, where a customer requests to be contacted at a later time rather than waiting on hold, or for internal follow-up reminders. When you configure the Route Work action, choose the **Schedule a date and time** option to define a specific date and time variable to determine exactly when routing begins.

## Monitor Scheduled Work in Command Center for Service

- Scheduled work items appear in the Command Center for Service dashboard within the relevant Backlog tabs.
- Look for the Schedule Date and Time field. This column displays the specific moment the Pending Service Routing (PSR) record is set to enter the active matching queue.
- These items remain in the backlog view and begin matching with logged-in users only once the scheduled date and time passes.
- Anticipate high-volume periods where many scheduled callbacks trigger simultaneously.
- Report on both the Scheduled Date and the Accepted Date to measure how closely the system met the requested routing time.

- **[Configure Scheduled Routing in Flow Builder](https://help.salesforce.com/s/articleView?id=service.omnichannel_configure_scheduled_routing.htm&release=264.0.0&type=5)**  
    Delay the routing of a work with Scheduled Work. Define a specific future date and time to route the work.