The support director at Summit Peak Outfitters already pays for a workforce engine that decides which rep takes each case. She wants Salesforce to stop choosing reps and hand every new case to that engine instead.
The fix is a routing configuration with the Routing Model set to External Routing, a queue that uses it, and Change Data Capture so the engine hears about new work. I built it in a Winter ’27 Developer Edition org and played the engine with anonymous Apex.
By the end you will be able to set up external routing in Salesforce, prove Omni-Channel parks the case, and push it to a rep.