1. From Setup, enter Routing in the Quick Find box, select Routing Configurations, then clickNew.
2. Name your routing configuration.Let’s call our routing configuration “SOS Routing Configuration.” A version of that name becomes the Developer Name automatically.
3. Set your routing priority.If SOS calls are the most important or the only work items your agents handle, set your routing priority to 1. That priority ensures that SOS calls are routed to your agents before other types of work items.
4. Select your routing model.
5. Set the value of the Percentage of Capacity field to100.Agents can accept only one SOS call at a time, so SOS calls take 100% of an agent’s capacity.
6. Click Save.