Routing configurations determine how work items are routed to service reps. Use them to
prioritize the relative importance and size of work items from your queues. That way, the most
important work items are handled accordingly, and work is evenly distributed to your service
reps. To start routing work items to service reps, create routing configurations and assign them
to queues.
Required Editions
| User Permissions Needed |
| To set up Omni-Channel: |
Customize Application |
Create a routing configuration for each service channel in your organization. After you
create routing configurations, associate them with queues so your service reps can receive
work after you set up Omni-Channel.
If you enable skills-based routing rules on a routing configuration and assign the routing
configuration to a queue, the queue's membership no longer applies to routing. Work is
routed to available service reps with the right skills. If no skills are assigned to a work
item, the work is routed to any available service rep in your org.
-
From Setup in Salesforce Classic, enter Routing in the Quick Find
box, select Routing Configurations, then click
New.
-
Specify the settings for your routing configuration.
-
Click Save.
