What is Omni-Channel in Salesforce?

Omni-Channel is a Salesforce feature that automatically routes work items such as Cases, Leads, Chats, Messaging Sessions, and other supported records to the most appropriate available agent based on your routing rules.

What is Queue-Based Routing in Salesforce?

Queue-Based Routing is a routing method where records are first placed into a Salesforce queue. Omni-Channel then monitors the queue and automatically assigns the next available record to an agent based on their availability and routing configuration.

What is the difference between a Queue and Omni-Channel?

A Queue is used to store records until they are assigned, while Omni-Channel automatically delivers those records to available agents. A queue holds the work, whereas Omni-Channel distributes the work.

Can Omni-Channel route Cases automatically?

Yes. After you configure Omni-Channel, Routing Configuration, Queues, Presence Status, and Presence Configuration, Salesforce can automatically assign new Cases to available support agents.

Which Salesforce objects are supported by Omni-Channel?

Omni-Channel supports several work items, including Cases, Leads, Chats, Messaging Sessions, Voice Calls, Work Orders, and supported custom objects.

What is Agent Capacity in Omni-Channel?

Agent Capacity refers to how much work an agent can handle at a time. Omni-Channel checks the agent's remaining capacity before assigning new work, helping distribute records fairly among available agents.

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Set Up Omni-Channel & Queue-Based Routing in Salesforce

July 2, 2026 by Shubham

Have you ever noticed that some support agents are overloaded with cases while others are sitting idle?

Imagine all your email cases, web-to-case requests, and phone support cases are mixed together in one place. One agent is handling 10 cases, while another has only 1.

Becau