Salesforce Queues typically route work based on a First-In, First-Out (FIFO) principle, prioritizing items that have been waiting the longest. However, more urgent work may enter the queue while other items are pending. In such cases, Salesforce Omni-Channel’s Secondary Routing Priority becomes crucial for addressing the higher-urgency items.

1. Enable “Enable Secondary Routing Priority” in Omni-Channel Settings.

2. Set Secondary Routing Priority Field in the Service Channel.

Output: