---
schema_version: "1"
id: 54a6ea6f130f94bf87e5ebf5977d747e3b453a76f530a4764a8c71b0aac87d99
title: Unified Routing for Skills-Based Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_uni_rout_skills.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_uni_rout_skills.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a9834bdb368005cdd512cb7c6eba812b54426380bd8147e6abad8efbf2940292
description: After configuring unified routing, set up skills-based routing.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Unified Routing for Skills-Based Routing

After configuring unified routing, set up skills-based routing.

This article applies to:

- Salesforce Voice with Partner Telephony

1. [Prepare to route to skills](https://help.salesforce.com/s/articleView?id=service.prepare_to_route_to_skills.htm&type=5&language=en_US).
    1. Enable skills-based routing in Omni-Channel Settings.
    2. Create skills. For example, create skills that correspond to languages used for voice calls.
    3. Create service resources and assign skills to service resources. This configuration assigns skills to reps.
2. Create an Omni-Channel flow with an [Add Skill Requirements action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_skill_requirement.htm&language=en_US). ![Add skill requirements](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_add_skills.png)
3. [Add a Route Work action](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_route_action.htm&type=5&language=en_US) to the flow.
    1. Route to Skills.
    2. For Skill Requirements, select **Define Skill Requirements**.![Edit route work](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/voice/voice_skill_req.png)
4. [Create a Contact Center Channel](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_automated_phone_list.htm) or edit a channel to use it for skills-based routing.
    1. Under **Call Routing**, set **Call Routing Type** to **Omni-Channel Flow** and select the Omni-Channel flow defined in Steps 3 and 4.
    2. Set the fallback queue to a queue you created when setting up Unified Routing.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note For an alternative to using an Omni-Channel flow with an Add Skill Requirements action, see [Routing with Skills-Based Routing Rules](https://help.salesforce.com/s/articleView?id=service.omnichannel_attribute_based_routing.htm&type=5&language=en_US).