---
schema_version: "1"
id: 1087a17d4529a794db03f9c221ff35c985427c92004ab6d6ee75977c8c816a8c
title: Prepare to Route to Service Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/prepare_to_route_to_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 01f8cad31a909d53a80f18ec699f6545989473dbdaf7932c8b3e5b5b2c691b7c
description: Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps.
products:
  - Service Cloud
release: "264"
---
# Prepare to Route to Service Reps

Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps.

### 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>

1. [Set up service rep statuses and capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&release=264.0.0&type=5 "Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting.").
2. [Create service resources for service reps](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5 "Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.").
3. To route calls to a service rep, either directly or via a queue, [add support reps to the contact center](https://help.salesforce.com/articleView?id=voice_setup_cc_add_users.htm&language=en_US).
4. [Map your existing Salesforce users to telephony provider users](https://help.salesforce.com/articleView?id=service_cloud_voice_map_users.htm&language=en_US).