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.