Salesforce Omni Channel for Service Console Setup

Omni-Channel is a flexible feature that can be easily configured without coding. It allows you to manage the priority of work items and assign them to agents efficiently. You can control agents' workload and determine which agents handle different types of assignments. By using Omni-Channel, work requests are automatically routed to available and qualified agents, saving time and effort. The feature also provides real-time insights for supervisors. This streamlined process enables agents to assist customers faster, leading to quicker task completion.