---
schema_version: "1"
id: 75595961af7d139c0bcb2d6af6f34d9190ad77e3f71207278ea35ee30bde2259
title: Prepare to Route to Skills
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_skills.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: add9324a676261443d083bb4af646b9c4ecc5da4d918b3b5425b51c6dd09940d
description: Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.
products:
  - Service Cloud
release: "264"
---
# Prepare to Route to Skills

Before you set up routing to skills, review the skills-based routing limitations, set up Omni-Channel, and complete these prerequisite tasks.

### 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>

Before you route to skills, review the limitations. See [Skills-Based Routing Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5 "Before you implement skills-based routing, review its limitations.").

You can route different work items in the same org using queue-based routing and skills-based routing. To use both types of routing, set up queue-based routing to route certain work items and set up skills-based routing to route other work items.

- **[Enable Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&release=264.0.0&type=5)**  
    To route work to service reps with specific skills, enable skill-based routing.
- **[Create Skills for Skills-Based Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&release=264.0.0&type=5)**  
    Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).
- **[Assign Skills to Service Resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&release=264.0.0&type=5)**  
    To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.