Omni-Channel is a customer service solution that pushes work to agents in real-time from the Salesforce console. It takes incoming work items, such as Cases, Leads, web chats, custom objects, and more, and routes them to the most qualified Support agents based on the routing criteria that you define.
Learn how to configure and combine AI Agents and Omni-Channel to route incoming work items to the most qualified Support agents using defined routing criteria and monitor them to improve Customer Support in your organisation.
