---
schema_version: "1"
id: 6b3b70ea40741fd368b3b81c6f874262db4ffc67cba802aba85f8ba7e5fdd661
title: Divvy Up Work On Your Team with Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/essentials_omni-channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.essentials_omni-channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2386c5bedff1d43a776d9187ae93b8880bb409ed28c54dcd2c3ba93334fbb757
description: Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.
products:
  - Cross Cloud
release: "264"
---
# Divvy Up Work On Your Team with Routing

Use Omni-Channel to route work items (like cases, leads, chats, and messages) to the best-fit person on your team based on your team’s availability and the priority of the work. The most important work items are pushed to your team first.

## Why Do We Use It?

Omni-Channel helps customers reach the right person on your team for their needs. Your team members don’t have to search for the next issue to solve—it’s pushed right to them in the Service Console.

![Omni-Channel utility with a Facebook Messenger request](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-essentials-264-0-0-production-enus/e0001bec-929a-481e-9d65-d13539e5cfe8/essentials/images/messaging_omni_request_hover.png)

## Why Is It Important?

Omni-Channel pushes the highest-priority cases to your team. Your customers’ most important needs are addressed first, letting you help them more efficiently.

#### See Also

- [Set Up Omni-Channel with a Guided Setup Flow](https://help.salesforce.com/articleView?id=console_lex_service_setup_omnichannel.htm&language=en_US)
- [How Does Routing Work?](https://help.salesforce.com/articleView?id=omnichannel_routing.htm&language=en_US)