Omni-Channel Developer Guide

Omni-Channel Developer Guide
Omni-Channel Objects
Omni-Channel Metadata API Types
Omni-Channel Components for the Salesforce Console
External Routing for Omni-Channel
Technical Architecture and Process
Integrate External Routing
Create a Routing Configuration and Queue for External Routing
Add Objects to Change Data Capture for External Routing
Subscribe to Change Data Capture Event Notifications
Create AgentWork Records for External Routing
Expected Behavior
Troubleshooting
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Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Create a Routing Configuration and Queue for External Routing

External routing requires a separate routing configuration and queue in Omni-Channel. These separate objects define routing behavior and assign work to reps .
  1. In Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
  2. Create a routing configuration and select External Routing for the routing model.
  3. Enter Queues in the Quick Find box, then select Queues.
  4. Create a queue and connect it to the routing configuration you created.