External Routing Technical Architecture and Process

See an overview of how external routing works to connect Salesforce with your external routing implementation.

The following image provides a visual description of how information is shared between Salesforce and your partner application.

Overview of how information is passed between Salesforce and your partner application.

Information is shared using Salesforce APIs and the APIs for your partner application using the following process.

Salesforce uses Change Data Capture to send event notifications to reps .
Salesforce sends event notifications for new work items to the partner routing application.
Partner routing application matches new work items with logged-in reps.
Salesforce sends event notifications to the partner routing application after work is accepted, declined, or completed.
Salesforce sends event notifications to the partner routing application after reps log out.

Salesforce API Resources for External Routing

Use the following resources as you integrate your partner application with Omni-Channel.