---
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title: How Does Skills-Based Routing Differ from Queue-Based Routing?
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_comparison_to_queues.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_comparison_to_queues.htm&release=264.0.0&type=5
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content_type: documentation
content_hash: 79ffe2a5d842c658f8fa808e562317fb088039a74e2288227954ff0689474297
description: Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing.
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  - Service Cloud
release: "264"
---
# How Does Skills-Based Routing Differ from Queue-Based Routing?

Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing.

<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>

Queues generally are designed to represent one skill. For example, you can have a queue for Spanish-speaking service reps and a queue for Level 3 technical support calls. With queue-based routing, Omni-Channel routes each work item to a service rep who is a member of the queue.

In contrast, with skills-based routing, Omni-Channel routes the work item to a service rep who has all the requisite skills and who has available capacity to take on the work.