---
schema_version: "1"
id: 6e236fa236c010ec18b1f15a19eed0e1e8c52e066cff56d5c756a7991db6095f
title: Associate Routing Configurations and Service Reps with Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_associate_routing_configuration_with_queue.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_associate_routing_configuration_with_queue.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6e185bdf31ea9a93d6bb02b8d9b4ce0e498abb75b0e45beca5ac80615dc94e4f
description: 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!
products:
  - Service Cloud
release: "264"
---
# Associate Routing Configurations and Service Reps with Queues

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

<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>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d166207e60">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d166207e60 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d166207e60 ">Customize Application</td>

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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.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Omni-Channel doesn't limit the number of queues that you can use. However, you can only modify (insert, update, or delete) up to 16 queues in a single batch.

For routing to work correctly, assign each of your service reps to the queue from which they are receiving work items.

1. In Setup, enter Queues in the Quick Find box, then select **Queues**.
2. Create a queue or edit an existing one.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note Queue names can’t contain commas.
3. In the Routing Configuration field, look up the routing configuration that you want to associate with the queue.
4. In the Queue Members section, add service reps to the Selected Users field.
    
    These service reps will receive work items from this queue.
5. Click **Save**.

#### See Also

- [Create Queues](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&release=264.0.0&type=5 "Prioritize and assign records to teams that share workloads. There’s no limit to the number of queues you can create, and you can choose when queue members receive email notifications.")