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            Choose Your Routing Destination

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            Choose Your Routing Destination

            Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots.

            Required Editions

            View supported editions.
            • Route to a Queue
              Route work to queues to distribute the workload among a team of support reps.
            • Route to a Skill
              Improve the quality of customer service by automatically routing each work item to the best service rep for the job. With skills-based routing, route every work item to the service rep who has the right skills to solve the problem.
            • Route to a Support Rep
              Route work directly to the preferred support rep. For example, you can route sales calls from existing customers to their account executives.
            • Route to an Agentforce Service Agent
              Route Enhanced Messaging and Voice calls to an Agentforce Service Agent that uses autonomous AI to handle a wide range of common support tasks efficiently. This routing helps your service reps focus on strategic, high-value work, such as complex problem-solving and building deeper customer relationships.
            • Route to a Bot
              Route conversations to an enhanced bot over enhanced Messaging channels. You can add powerful business rules to an Omni-Channel flow to send a conversation to a bot.
             
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