March 8, 2021

Secondary Routing Priority in Salesforce Omni-Channel

In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work could come in that is more urgent. In this Case, Secondary Routing Priority in Salesforce Omni-Channel plays a vital role.

1. Enable "Enable Secondary Routing Priority" in Omni-Channel Settings.


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


Output:
 


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