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Business Platforms & EA · Intermediate

Omni-Channel

Service Cloud routing engine that pushes work items such as cases, chats and messages to available agents based on capacity and rules.

Definition

Omni-Channel uses service channels, routing configurations, presence statuses and capacity to deliver work via queue-based, skills-based or direct-to-agent routing. Omni-Channel Flow allows routing logic in Flow.

Exam tip

Agents must be in a presence status tied to the service channel to receive work.

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