Omni-Channel Routing in Salesforce: How to Set It Up

How to set up Omni-Channel routing in Salesforce

This is the queue-based setup. It uses only standard Setup pages, so you can build it without code.

1. 1

   Turn on Omni-Channel

   In Setup, search for Omni-Channel Settings, tick Enable Omni-Channel, and save.

2. 2

   Create a service channel

   In Setup, search for Service Channels and click New. Pick the object you want to route, such as Case. The channel tells Salesforce which records Omni-Channel can push to agents.

3. 3

   Create a routing configuration

   In Setup, search for Routing Configurations and click New. Set the routing priority and the routing model. Least Active sends work to the agent with the least work. Most Available sends it to the agent with the most spare capacity. Then set the capacity of each work item, as units or as a percentage.

4. 4

   Link the routing configuration to a queue

   In Setup, search for Queues. Open the queue (or create one), choose the routing configuration, add Case as a supported object, and add your agents as queue members.

5. 5

   Create presence statuses

   In Setup, search for Presence Statuses and click New. Tie each status to a service channel, such as Available - Case. Then give each profile access: open the profile and edit Enabled Service Presence Status Access.

6. 6

   Add the Omni-Channel utility

   In App Manager, edit your Service Console app and add Omni-Channel as a utility item. Agents set their status to an available one to start receiving work.

7. 7

   Test the routing

   Open a case and change its owner to the queue. An available agent with spare capacity gets a request to accept it.

8. 8

   Add skills-based routing if you need it

   In Omni-Channel Settings, tick Enable Skills-Based and Direct-to-Agent Routing. Then create skills, assign them to your agents, and add skill requirements to the work you route, such as a language or product line.

Sources: Salesforce Trailhead: Start Routing with Omni-Channel

The Challenge

Setting up omni-channel routing in Salesforce involves complex interdependencies between skills, service channels, routing configurations, and presence statuses. Misconfigured routing leads to uneven agent workloads, misrouted cases, and SLA breaches. Keeping routing rules aligned with changing team structures compounds the challenge.

Or let Clientell AI do it

Clientell AI configures your omni-channel routing setup end to end, including skill definitions, capacity models, routing configurations, and queue assignments. It ensures cases, chats, and calls reach the right agent based on skills and availability.

How It Works

1. 1

   Define routing requirements

   Specify your service channels, agent skill sets, capacity limits per channel, priority rules, and any fallback or overflow routing preferences.

2. 2

   AI builds routing config

   Clientell AI generates the complete omni-channel setup, including service channels, routing configurations, skill mappings, presence statuses, and queue-to-skill associations.

3. 3

   Review routing rules

   Walk through the generated routing logic for each channel and skill combination. Verify capacity weights, priority sequences, and fallback paths before deployment.

4. 4

   Deploy omni-channel setup

   Activate the routing configuration so incoming cases, chats, and calls are distributed to qualified agents based on skill match and real-time capacity.

Frequently Asked Questions

Can I route different case types to agents with specific skills?

Yes. Skill-based routing matches case attributes like product, language, or issue type to agent skill profiles. Cases are routed only to agents who have the required skills and available capacity.

How does capacity-based routing prevent agent overload?

Each agent has a configured capacity limit per channel. The routing engine tracks active work items in real time and only assigns new items when an agent has available capacity, preventing overload.

What happens when no qualified agent is available?

You can configure fallback rules such as routing to a secondary skill group, placing the item in a priority queue, or escalating to a supervisor after a defined wait time.

What is the difference between queue-based and skills-based routing?

Queue-based routing sends work to the members of a queue. Skills-based routing matches the skills a piece of work needs, such as a language, to agents who have those skills. You can switch skills-based routing on in Omni-Channel Settings.

Why is Omni-Channel not routing my case?

Check the common causes in order. Is the agent's presence status set to an available one? Does the agent have spare capacity? Is the agent a member of the queue? Is the routing configuration linked to the queue, and is Case a supported object on that queue? Is the case owned by the queue?

How do I route cases to the right agent in Salesforce?

Put cases in a queue with a routing configuration, using Least Active or Most Available. For routing by language or product, turn on skills-based routing and add skill requirements to the cases.

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