Setting Up Contact Routings
Base values for Contact Routing are supplied. You can add your specific contact routings using the Contact Routing extendable lookup. You can add more contact routings, but the ones supplied with the system cannot be edited or deleted.
Note: Person contacts that
reference the CSS routing type cannot be added by a user, and are
not permitted to be edited or deleted. As well, records with this
contact routing are only visible in the Person - Main page and are
not displayed in the Account Portal or other places in the system.
Refer to Defining Extendable Lookups and for more information on lookups.
If your implementation is using notification preferences, you may need to set up delivery types before setting up contact routings. Refer to Setting Up Delivery Types for more information.