How to route Cases directly to an agent in Salesforce Omni-Channel without coding?


Omni-Flow can be used to route Cases directly to an agent to Omni-Channel in Salesforce without coding.

1. Create a simple object to capture Case Id and Agent Id(User Id).

Sample Object:
  

2. Create an Omni-Flow to route the Case record directly to an agent.

Sample Omni-Flow:
 
 
Variables:
 

Route Case Configuration:
 
 
3. Create a Record-triggered Flow to call the Omni-Flow.

 Sample Record-triggered Flow on the custom object:
 

 
4. Create Record to route Case record directly to the agent.
 

Video Reference:

Route Cases directly to an agent in... x
Route Cases directly to an agent in Salesforce Omni-Channel