Queues are a classic element of Salesforce that help your teams manage leads, cases, contact
requests, and custom objects. Omni-Channel supercharges your queues to be able to route work
items to your service reps in real time. Service reps don’t have to select work items manually
from queues because Omni-Channel routes work items to service reps automatically and in real
time!
Required Editions
| User Permissions Needed |
| To set up Omni-Channel: |
Customize Application |
The work items in the queue are assigned the priority that you specified in the routing
configuration that you created earlier. If your organization already uses them, you can reuse
queues that are available in your organization. That way, you can route work items in real
time to the service reps who are assigned to those queues.
If your organization doesn’t use
queues, create at least one queue to integrate with Omni-Channel. You can also create
multiple queues to handle the different types of work items. For example, you might create
one queue for incoming cases and another queue for incoming leads.
For routing to work correctly, assign each of your service reps to the queue
from which they are receiving work items.
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In Setup, enter Queues in the Quick Find box, then select
Queues.
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Create a queue or edit an existing one.
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In the Routing Configuration field, look up the routing configuration
that you want to associate with the queue.
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In the Queue Members section, add service reps to the Selected
Users field.
These service reps will receive work items from this queue.
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Click Save.
