Spring ’25: Omni-Channel Standard Reassign Action

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Hi Salesforce friends!! I am super excited to share an awesome new feature by the Omni-Channel team from the Spring ’25 release: the new ‘Reassign’ standard action. This new standard action allows reps to reassign work to different queues, agents, skills, or even invoke an Omni-Channel flow with just a few clicks.

Let’s dive into the details:

The new Reassign Action simplifies the setup process and accelerates time-to-value for Omni-Channel. It enables direct routing to skills and ensures that reassigned work is prioritised based on its original creation date. This means that reassigned tasks don’t get lost at the bottom of the queue, helping to boost resolution times and improve SLA attainment. The other benefit is that reps can also push work into Omni-Channel, if it was not routed by Omni-Channel initially. This feature is available on Enhanced Omni-Channel and all routable objects except Messaging Sessions and Voice Calls as they have their own transfer experience today.

See it in Action!

How to Set it Up

Setting up the Reassign Action is straightforward. Here’s a quick guide:

  1. Verify that Enhanced Omni-Channel routing is enabled.
    1. Reassign Action is only available for Enhanced Omni.
  2. In Object Manager, open the object, like Case.
    1. Verify that the object has a Service Channel associated
  3. To open a page layout where you want to add the Reassign action, click object Page Layouts, and then select a layout.
  4. In the Mobile & Lightning Actions section, drag the Reassign action on to the Salesforce Mobile and Lightning Experience Actions section of the page layout.
  5. Save the page layout.
  6. The Reassign action appears in the object page and ready for your agents to begin using!

For more detailed information on setting up the Reassign Action, check out these help docs:
• Setting Up Reassign Work
• Agent Reassign Work

Some of the Technical Details:

Custom Request Date-Time Field in Omni-Channel

One of the standout value of the reassign feature is how it factors in the original creation date of the work item and ensures that reassigned work is prioritised higher in the queue.

In Omni-Channel, the routing order is as follows:

  1. Routing priority
  2. Secondary routing priority
  3. Custom date-time field
  4. Created date.

Behind the scenes of the reassign action, we set the ‘CustomRequestedDateTime’ to the created date of the work item. This ensures that the work item enters the queue at the appropriate place, rather than at the created date-time of the agent work, thereby maintaining its priority.

For more information, refer to this doc:

Default Configuration

To reassign a work item, it must have a routing configuration. When you reassign a work item to a specific agent or skill, Omni-Channel uses the routing configuration of the existing AgentWork record, not the PSR (PendingServiceRouting) record. In case a work item doesn’t have a routing configuration, define a default routing configuration in the Service Channel settings. This is crucial for work items that weren’t originally routed by Omni-Channel and therefore don’t have a routing configuration.

For more information on limitations, refer to this doc:
• Work Reassignment Limitations

Future Enhancements: List Views and Supervisor Actions

While the current release does not include list views and supervisor actions, these features are on the roadmap.