For Omni-Channel Case Routing using Queues in Salesforce, use the below steps.   1. Enable Omni-Channel. 2. Go to Service Channels in Setup. Create Service Channel for standard Case Object. 3. Go to Routing Configuration in Setup. Create a Routing Configuration. 4. Go to Presence Configuration in Setup. Create Presence Configuration. 5. Go to Queue … Continue reading Omni-Channel queue-based Case Routing in Salesforce