Build Omni-Channel Routing Flows

1. Clarifies the routing requirements over a few turns and, where asked, draws the flow first. One example is an inbound Omni-Channel flow with a Decision element that routes by message content.
2. Sets up the routing building blocks: presence statuses, custom fields, skills, queues and queue routing configurations.
3. Adds custom logic where standard routing falls short. In one task this was an Apex scoring class with its test class, called from an after-save flow, plus a before-save flow for queue assignment.
4. Fixes conflicts with Enhanced Omni-Channel. In one task it removed a legacy queue's routing configuration that was overriding the new setup.
5. Hands over a manual testing guide that covers each use case.

Next: Configure Case Routing.