Configure Case Routing

1. Reads the routing setup: queues, assignment rules, skills and routing configurations.
2. For email intake, sets up a routing address so incoming emails create records, gets email forwarding working, adds a user to the queue, adjusts priority defaults and runs an end-to-end test.
3. When agents get no work, checks queue membership, presence status, capacity and the utility bar, then looks at the user records. In one case the root cause was the Service Cloud User checkbox missing on user records.
4. Adds Omni-Channel to the Service Console utility bar through the right page and deploys it.
5. Sets up presence options such as allowing agents to decline work through a Presence Configuration assignment.
6. Checks further test users against the queues once routing works for one.

Next: Build Omni-Channel Routing Flows. For routing work that does not fit this capability, see Omni-Channel: area-level work.