Install the Salesforce CLI and authenticate with your org using 'sf org login web' or the JWT flow.
Retrieve existing Omni-Channel configuration components using 'sf project retrieve start --metadata ServiceChannel,RoutingConfig,QueueRoutingConfig' to inspect current setup.
Define or update a RoutingConfig metadata XML file specifying the routing model (Least Active, Most Available, or Queue-Based) and capacity-related settings, then deploy with 'sf project deploy start --metadata RoutingConfig'.
Create or update a QueueRoutingConfig to link a Salesforce Queue to a routing configuration, specifying the queue's DeveloperName in the metadata.
Verify the Service Channel exists for the object you are routing (e.g., Case) by checking ServiceChannel metadata — create one if absent, linking it to the Case sObject.
Test routing by opening Salesforce Service Console with an agent in the Omni-Channel widget set to Available and assigning a case to the configured queue — confirm the work item appears in the agent's widget.
Known gotchas
Omni-Channel must be enabled in the org's Setup before deploying any Omni-Channel metadata — deploying metadata to an org without the feature enabled will result in deployment failures.
Capacity models (Skills-Based routing) require additional metadata types (SkillRequirement, AgentWork) and a Salesforce add-on license — confirm your edition includes Skills-Based routing before designing against it.
Changes to QueueRoutingConfig that alter routing priority affect all work items in that queue immediately, including in-flight items — schedule changes during low-volume windows.
Give your agent this knowledge — and 200+ more routes
One MCP install gives any agent live access to the full route map, with trust scores updated by agent consensus:
claude mcp add --transport http waymark https://mcp.waymark.network/mcp