We had recently set up Omni-Channel with skill-based routing for one of our clients. The client then addressed one issue regarding the case assignment. In the case routing configuration, the cases were aligned in the queue in the sequence in which they were created. In this, the high-priority cases were queued behind the low or medium-priority cases.
It was necessary to handle and resolve high-priority cases first. As a solution for this, we used the secondary routing priority in Omni-Channel. We defined that cases with high priority will be routed before low and medium-priority cases in the queue, even if they were created after low or medium-priority cases.
In this Salesforce tutorial, I will explain how to set up the secondary routing priority in Salesforce Omni-Channel.
What is Secondary Routing Priority in Salesforce Omni-Channel?
In Salesforce Omni-Channel, secondary routing priority allows us to prioritize work items within the same queue based on a field value, rather than just the order in which they were created. This helps ensure that higher priority items, as defined by your chosen field (like priority field on a case), are routed to agents before lower priority items, even if those lower priority items were created earlier.
For example, there is a “Priority” field on case object with values like “High”, “Medium”, and “Low”, and you enable secondary routing priority using this field, cases with “High” priority will be routed before “Medium” and “Low” cases, even if the “Low” priority cases were created earlier.
Set up Secondary Routing Priority in Salesforce Omni-Channel
To set up secondary routing priority, first, you need to enable and set up Omni-Channel in your Salesforce org. After that, follow the steps below to set up secondary routing priority in Salesforce Omni-Channel.
- On the Salesforce Lightning setup page, navigate to Quick Find > Omni-Channel settings.
- In the Omni-Channel settings, select the checkbox Enable Secondary Routing Priority and click Save.
- Now, we need to set the secondary routing priority in the service channel of the related object.
In this example, I have a service channel “serviceCase” for the case routing. Here, open the service channel in edit mode.
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- In the service channel, go to the section Secondary Routing Priority and select the Secondary Routing Priority Field. For this setup, I have selected the case picklist field Priority.
- Now, we will assign priority to each field value of the selected priority field. The priority value 0 is considered the highest priority.
Here, I have given priority value for the selected case field ‘Priority‘, such as High (0), Medium (1), and Low (2).
After making these changes, click Save to apply them.
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To test the secondary routing priority, navigate to the Service console and create case records for all priority field values.
In the Omni-Channel routing, we will see that the cases are aligned according to the priority that we have defined in the secondary routing priority.
In the Omni-Channel tab, we can see that the cases with high priority are at the top of the queue, followed by medium and low priority cases. Even if a high-priority case is created after multiple low or medium-priority cases, it will be on top in the queue.
This way, we can set up secondary routing priority in Salesforce Omni Channel by following the above steps.
Conclusion
In this Salesforce tutorial, we have learned about the secondary routing priority in Salesforce Omni-Channel. Then, using a real-time example, we have learned how to set up the secondary routing priority in Omni-Channel.
With this routing setting in Omni-Channel, we can ensure that urgent cases are not lost in the queue because they were created later.
You may like to read:
- Setup Skill Based Routing in Salesforce Omni Channel
- Skills-Based Routing Using Apex in Salesforce Omni-Channel
- How to Create a Service Channel in Salesforce?
- Set Up Web Chat in Salesforce Omni-Channel
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
