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Salesforce Omni-Channel Routing Priority
Sep 25, 2025
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0:04
Hello everyone. In this video we are
0:06
going to see Salesforce omni channel
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routing priority.
0:12
We have primary routing priority and
0:15
secondary routing priority in Salesforce
0:17
omni channel. First let's look at the
0:20
primary routing. The primary routing is
0:23
set at the routing configuration level.
0:28
If I open any uh routing configuration
0:32
for lead object I have set the routing
0:34
priority as two and for the case uh uh
0:38
routing configuration I have set the
0:40
routing priority as one.
0:43
So whenever a case and the lead record
0:46
is created and then if it goes to a que
0:50
with this routing configurations then
0:53
the lead record will be given least
0:56
priority.
0:57
If the routing priority number is lower
1:01
then the priority for assigning it to
1:04
the service representative is higher. If
1:07
the number is high then it is given
1:10
least priority for assigning it to the
1:12
service representative. So if I since I
1:16
have made for the case routing as one
1:18
then case is given more priority when
1:21
compared to lead where the routing
1:22
priority is two. So first it should give
1:25
priority to case and then it should give
1:27
priority to lead. Let's look at this
1:30
example. I have
1:35
two records to be
1:39
assigned to a service representative.
1:42
One lead record which was created 3
1:44
hours ago
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and a case record which was created just
1:48
2 hours ago.
1:52
If I use first in first out uh in the
1:55
queue, then it should assign
1:58
lead because that one went to the queue
2:00
first and then the case record was
2:05
um assigned. But let's look at the
2:07
priority. Case is given higher priority
2:10
with the value one and lead is given
2:12
lower priority with the number two. So
2:15
as an service representative if I go
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available as all let's look at that uh
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present status for all.
2:34
It has both case and lead. So as a
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service representative if I select all
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it should assign case first instead of
2:43
lead. Let's look at that. So I'm going
2:46
and making myself available as all.
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So immediately Salesforce omni channel
2:53
is routing case record
2:56
not the lead record though it was
2:59
assigned uh uh though it was created and
3:03
routed to the queue first when compared
3:05
to the case record because of the
3:07
routing priority. So the pri priority is
3:10
higher for case. So if I let me set my
3:13
status available offline
3:16
now it is again saying that it is
3:18
waiting for 2 hours 36 minutes. This one
3:20
is 3 hours 19 minutes but it didn't
3:23
assign me the lead because the routing
3:25
priority is uh two and lower but the
3:28
higher priority is given to case record
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since the priority number is one. Next
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we have something called secondary
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routing priority.
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Let's say a um a Q is configured to a
3:44
routing configuration. Let's say two
3:47
cases are coming to uh to the same
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queue.
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For the first case had a priority of uh
3:56
low and the second case after few hours
4:00
it came with the priority high. Since I
4:04
have set the priority number as one then
4:07
omni channel should give priority to the
4:09
case record with the high
4:12
priority so that it will get assigned
4:14
and the
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SLA is met and uh since it is a high
4:20
priority case the service
4:22
representatives will be able to give
4:24
urgent uh um response back to the uh
4:27
customers. So for that I am making use
4:30
of secondary routing priority field as
4:32
priority and priority values. High means
4:35
I'm giving the highest priority. Low
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means least priority. Medium means it is
4:40
the since it is true then it is going to
4:43
be giving more priority to the medium
4:46
cases when compared to the low cases.
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Please check the video description. Uh
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in the video description I have given my
4:55
blog post. From the blog post, you
4:57
should be able to get more information
4:59
about the second routing priority. If
5:01
you go to this uh blog post, you should
5:03
be able to see
5:05
um an example how I was able to achieve
5:11
high uh secondary routing priority.
5:20
I hope it was helpful.
5:25
Thank you for watching.
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