The pattern: build the flow in Flow Builder with the Omni-Channel Flow trigger, gather any data the routing decision needs, branch on conditions, and finish with the Route Work action.
- Create the flow
Setup, Flow Builder, New Flow. Pick Start From Scratch, then choose Omni-Channel Flow as the trigger type. Configure which object (Case, Lead, Message) the flow runs on. Save with a clear name like Case_OmniChannel_Routing.
- Gather decision inputs
Add Get Records elements for parent Account (VIP flag), related Cases (history count), and any external context needed. Build local variables for the routing target (target Queue, required Skills list).
- Build the routing logic
Use Decision elements to branch on Case Type, parent Account tier, time of day, language. Each branch sets the routing variables (Queue ID, Skill list) to the right values for that path. Document every branch in the description for future admin maintenance.
- Add the Route Work action
Final step. Pick the Route Work standard action. Pass the computed target Queue, Skills, Routing Configuration. Map the Service Channel to the right channel for the work item type.
- Test and activate
Create test records in sandbox, verify routing lands on the expected queue or agent. Activate the flow. Disable any legacy queue assignment rules that the flow now replaces.
Case, Lead, Chat Transcript, Messaging Session, Voice Call, or any custom object configured as a Service Channel.
Target Queue ID, target User ID, required Skill IDs and proficiency, Routing Configuration ID, Service Channel. Set the ones you need; leave others null.
Optional but recommended fallback when Route Work fails. Routes to a default queue, logs the error, alerts service operations.
The flow can attach a list of Skills to the work item; the routing engine intersects with agent skill proficiency.
- The flow runs synchronously on every new work item. Slow flows slow down routing; latency-sensitive channels like Voice need lean logic.
- Multiple flows can fire on the same trigger but only one should decide routing. Design with one routing flow per object type.
- Skill-based routing requires the Service Cloud Voice or Field Service license tier; Omni-Channel Flow can assign Skills but they only matter at routing time if the license supports it.
- Legacy queue assignment rules and Omni-Channel Flow can coexist. Audit which path each Service Channel uses; conflicting rules are a common cause of unexpected routing.
- Without a fault path on Route Work, failed routing leaves work items stuck. Build the fallback path into every production flow.