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.

See Also

• Create Routing Configurations for Your Queues
• Create a Queue

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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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