---
schema_version: "1"
id: b3b792af899d190c0d96459861712c8ed03a60ffd312648c97789278327de9ca
title: Create Routing Configurations for Your Queues
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_presence_create_routing_configuration.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: bee941325bb0f3b1eb12f00bcaa268400f8ed9a0c8fb7da049103bdf3fa5065a
description: 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.
products:
  - Service Cloud
release: "264"
---
# Create Routing Configurations for Your Queues

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

<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>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d161473e57">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d161473e57 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d161473e57 ">Customize Application</td>

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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.

![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 You can route different work items in the same org using queue-based routing, skills-based routing, or both.

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.

1. From Setup in Salesforce Classic, enter Routing in the Quick Find box, select **Routing Configurations**, then click **New**.
2. Specify the settings for your routing configuration.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)
    
    Tip To route calls with an Omni-Channel flow, ensure that the routing model for the routing configuration is set to External Routing.
3. Click **Save**.

- **[Routing Configuration Settings](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_configuration_settings.htm&release=264.0.0&type=5)**  
    Customize your routing configuration settings to define how work items are pushed to service reps.
- **[Routing Model Options for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&release=264.0.0&type=5)**  
    Specify how incoming work items are directed to service reps using Omni-Channel.

#### See Also

- [Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&release=264.0.0&type=5 "Omni-Channel Flow brings all the functionality of Omni-Channel within Flow Builder. Use the power and flexibility of Flow Builder to define your routing rules and dynamically route work to the best service rep. Omni-Channel Flow unifies the routing setup for all supported channels, including voice calls, chats, messaging sessions, cases, leads, and custom objects.")
- [Route to a Queue](https://help.salesforce.com/s/articleView?id=service.omnichannel_routing.htm&release=264.0.0&type=5 "Route work to queues to distribute the workload among a team of support reps.")
- [Route to a Skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_how_it_works.htm&release=264.0.0&type=5 "Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.")