Hi everyone,
I’m currently working with Omni-Channel Flow in Salesforce and running into an issue with triggering it.
The flow works as expected when a Case is created via Email-to-Case. However, when I manually change the Owner of an existing Case to a Queue, the Omni-Channel Flow is not triggered, and no skills are assigned.
Here’s my current setup:
- The Queue is correctly linked to the appropriate Routing Configuration
- In the Routing Configuration, Skills-Based Routing Rules are disabled
- I have a record triggered flow on Case object which reacts based on ownership change to Queue and invokes an Action and a "RouteWork" action
My understanding was that assigning a Case to a Queue should trigger Omni-Channel routing, but that doesn’t seem to happen in this scenario.
Question:
What do I need to configure or change so that the Omni-Channel Flow is also triggered when the Case Owner is updated to a Queue?
Any insights or best practices would be greatly appreciated 🙏
I already got it... You need to run Add Skill Requirements and Route Work asynchronously in the Flow.