Hi Everyone,
I know that there is currently a live idea on this topic but i just wondered if anyone had found a work around to this blocker?
https://ideas.salesforce.com/s/idea/a0B8W00000Gdl3yUAB/allow-tasks-to-be-routed-through-omnichannel
I know that tasks can be adding a Queue (list view) in lightning but i need to have the tasks show up in the Omni-Channel queues so that they can be assigned out to agents at our Contact Centre.
All of our tasks are related to cases but we don't want the tasks to be tied to one single agent (owner) they need to be in the Omni-Channel so that the tasks can be picked up by the next available agent on the day the task or tasks are due.
I hope that makes sense.
Thanks
Eric
#Omni Channel #Work Queue #Tasks
Hey Eric,
Real workaround exists via Omni-Channel Flow, and it's the same mechanism Salesforce uses for cases, custom objects, etc.
Per Salesforce's own Route Work documentation, Omni-Channel can route work items to reps for standard and custom Salesforce objects, not just the traditionally supported channels (Case, Lead, Chat). Since Task is a standard object, you can:
1. Create a Service Channel for Task (Setup > Omni-Channel > Service Channels > New), this turns Task records into routable work items
2. Create a Routing Configuration and associate it with your queue
3. Build an Omni-Channel Flow (Setup > Flows > New Flow > Omni-Channel Flow type) that fires when a Task is created/due, and uses a Route Work action to push it into your Omni-Channel routing config, rather than a static Queue owner assignment
4. Don't assign an individual Owner on the Task, let the Route Work action handle assignment dynamically to the next available agent
This is exactly the same pattern used for Email-to-Case routing (Omni-Channel Flow + Route Work action instead of a fixed assignment rule), just applied to Task instead of Case. Since your Tasks are already related to Cases, you can build the flow logic off Case criteria while still routing the Task record itself.
One caveat: confirm whether Task supports being added as a Service Channel object in your org edition, if it's greyed out in the Service Channel object picklist, that would confirm the Idea's limitation applies at the object-type level, not just the UI.
Reference:
https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_route_work.htm&type=5
