In this post, we’d see how to set up an Entity records channel.
Through the Entity records channel, we can route cases as well as other entities to the omnichannel agents.
To enable an entity for Routing, enable Activities and Queues for that entity.
Leave the “Automatically move records to the owner’s default queue …” checkbox unchecked for automatic distribution of records to work.
Inside the Omnichannel Administration app, navigate to Channels à Entity Records to create a new entity record channel.
A default workstream will be created automatically, we can also select an existing workstream.
Click on the Routing Rules tab to define the routing rule.
Add a new rule item i.e. for case type as a problem, route the record to Complaints Queue.
Activate the routing rule created.
Let us create a new case of type problem and apply routing to it.
We can see the records added to open work items for agents to pick as defined in the CDS entity workstream.
We can also set the Work distribution mode to Push that would send the notifications to the agent
Refer below blogs to learn in-depth about the Omnichannel
along with Microsoft Docs
Hope it helps..