Route Work to Agents Using Both Queues and Skills Simultaneously in the Same Org

Try out Omni-Channel skills-based routing in your org while keeping the queue-based routing that you know and love. Omni-Channel gives you the flexibility to route work items to agents in the way that makes the most sense for your company. Route some work items by skills, and route other work items by queues. It’s the best of both worlds in the same org!


Previously, if you used queue-based routing in your org and you switched to using skills-based routing, Omni-Channel stopped routing work to queues. When Winter ‘19 is released to your org, Omni-Channel resumes routing work to queues in addition to routing work to skills.

Where: This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud.

Who: Admins need the Customize Application permission to set up Omni-Channel.

How: In Setup, enter Omni-Channel in the Quick Find box, and select Omni-Channel Settings. Enable Omni-Channel and set up queue-based routing. In the same org, enable and set up skills-based routing.