In this tutorial, we will learn how to create the routing configuration in Salesforce. Also, we will understand the steps of creating a service channel in Salesforce Lightning and the steps of creating a service channel in Salesforce Classic.
The routing configuration permits systematic and elegant grating of work based on the prearranged criteria.
It can also give the features to arrange or construct options in Salesforce. In routing configuration, the assignment rule defines the criteria for allocating the records to particular queues, and the user.
While working with an organization that uses Salesforce, I got a task where I needed to create the routing configuration in Salesforce. To fulfill this requirement I use the routing configuration object that is present under the Omni channel.
So after looking at the multiple solutions, I found a solution that helped me to create the routing configuration in Salesforce. If you want to learn how to create the routing configuration in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
Routing configuration in Salesforce
The Salesforce can personalize our routing configuration settings which can define which work item can send to the agents. It also refers to the setup and personalization of rules and settings that control how records are automatically allocated and distributed to the appropriate users within an organization.
It permits systematic and elegant grating of work based on the prearranged criteria. It can also give the features to arrange or construct options in Salesforce.
In routing configuration, the assignment rule defines the criteria for allocating the records to particular queues, and users. These rules are typically based on imputes or data within the records like product interest, lead source, etc. It can be created by using the salesforce setup interface.
In routing configuration, there is a queue that is used to handle the records among the user group and we can create these queues for different teams and also define the rules and how many records are defeated within those queues. The records are manually allocated to the queue.
In the routing configuration, the Omni channel feature permits the real-time of records based on the agent’s accessibility. It allows the organization to direct the work items like cases or lead to the most suitable available agent, making sure well organized and decreasing response time.
In this way, we have learned about the routing configuration in Salesforce. Now, let’s move further and see how to create the routing configuration in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to create the routing configuration in Salesforce Lightning
Here we are creating the routing configuration in Salesforce Lightning. If you want to learn how to create the routing configuration in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup option, the setup page is open. Enter the routing configuration in the Quick Find Box and the routing configuration comes at the top. Click on the routing configuration. And these routing configurations are present under the Omni channel.
Step-3: After clicking on the routing configuration, the routing configuration page is open which can specify how work items are routed to agents and also define the relative priority and relative size of work items.
Create a routing configuration for each service channel in our organization. For creating the new routing configuration click on the new button that is present at the center of the routing configuration page.
Step-4: After clicking on the new button, the new routing configuration page is open. Now fill in the complete information related to routing configuration. First, fill in the routing configuration name as case configuration.
After filling in the routing configuration name fill in the developer name by simply clicking on the developer name field.
Step-5: After filling in the basic information, now fill in the routing settings. The routing priority determines the order in which work items across your Omni channel queues get pushed to your agents.
The routing model determines how to evenly distribute work items to your agents. It acts as a tiebreaker if two or more agents quality to take on the same work item.
Firstly fill in the routing priority. Here we give priority as 1 this mean that it is at the top priority. After filling out the routing priority now fill in the routing model and here we are selecting the routing model as least activate.
Step-6: After filling in the routing setting information. Now fill in the work item size, and specify the size of the work items in the queues associated with this configuration. We can size items by number of units or percentage of the agent’s capacity, but not both.
First, fill the unit of capacity and here we are filling the unit of capacity as 1. Click on the save button that is present at the bottom of the routing page.
Step-7: After filling in all the information related to the routing configuration, the routing configuration is created successfully, and we can also edit and delete the created service channels in Salesforce.
In this way, we understand how to create the routing configuration in Salesforce Lightning. Let’s Proceed further and learn how to create the routing configuration in Salesforce Classic.
How to create the routing configuration in Salesforce Classic
Here we are creating the routing configuration in Salesforce Classic. If you want to learn how to create the routing configuration in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup option, the setup page is open. Enter the routing configuration in the Quick Find Box and the routing configuration comes at the top. Click on the routing configuration. And these routing configurations are present under the Omni channel.
3: After clicking on the routing configuration, the routing configuration page is open which can specify how work items are routed to agents and also define the relative priority and relative size of work items.
Create a routing configuration for each service channel in our organization. For creating the new routing configuration click on the new button that is present at the center of the routing configuration page.
4: After clicking on the new button, the new routing configuration page is open. Now fill in the complete information related to routing configuration. First, fill in the routing configuration name as lead configuration.
After filling in the routing configuration name fill in the developer name by simply clicking on the developer name field.
5: After filling in the basic information, now fill in the routing settings. The routing priority determines the order in which work items across your Omni channel queues get pushed to your agents.
The routing model determines how to evenly distribute work items to your agents. It acts as a tiebreaker if two or more agents quality to take on the same work item.
Firstly fill in the routing priority. Here we give priority as 1 this mean that it is at the top priority. After filling out the routing priority now fill in the routing model and here we are selecting the routing model as least activate.
6: After filling in the routing setting information. Now fill in the work item size, and specify the size of the work items in the queues associated with this configuration. We can size items by number of units or percentage of the agent’s capacity, but not both.
First, fill the unit of capacity and here we are filling the unit of capacity as 1. Click on the save button that is present at the bottom of the routing page.
7: After filling in all the information related to the routing configuration, the routing configuration is created successfully, and we can also edit and delete the created service channels in Salesforce.
In this way, we understand how to create the routing configuration in Salesforce Classic.
Conclusion:
In this Salesforce tutorial, we have learned about creating a routing configuration in Salesforce. We have also discussed how to create a routing configuration in Salesforce.
Salesforce can personalize our routing configuration settings which can define which work item can send to the agents. In the routing configuration, the Omni channel feature permits the real-time of records based on the agent’s accessibility.
Moreover, we have learned that Salesforce Lightning as well as Salesforce Classic gives a simple and easy way to determine how to create the routing configuration in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Routing configuration in Salesforce
- How to create the routing configuration in Salesforce Lightning
- How to create the routing configuration in Salesforce Classic
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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.