Loading
Salesforce now sends email only from verified domains. Read More
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Comparison of Standard and Enhanced Omni-Channel

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Comparison of Standard and Enhanced Omni-Channel

            Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.

            View supported editions.
            Important
            Important Standard Omni-Channel reaches its End of Life (EOL) with the Summer '26 release. For continued support, access to the latest features, and an enhanced experience, upgrade Standard Omni-Channel to Enhanced.
            Feature Standard Omni-Channel Enhanced Omni-Channel
            Routing of work, Omni Flows, Command Center for Service, Interruptible Capacity, and basic functionality checkmark checkmark
            Support for Voice, Case, Enhanced Messaging channels, and all other routable Salesforce objects checkmark checkmark
            Custom report types for service rep work checkmark checkmark
            Ability to transfer skills-based work from an Omni-Channel work list 1 checkmark (See next row)
            Reassign work to a rep, skill, queue, or Omni-Channel flow from a record page X checkmark
            Monitor Agentforce Service Agents X checkmark
            Omni Mobile2 X checkmark
            Support for apps that use standard navigation3 X checkmark
            Omni-Channel Fallback Mode X checkmark
            Supervisor Wallboard X checkmark
            Agent Inbox View X checkmark
            Paused status for status-based capacity X checkmark
            Sidebar layout for the Omni-Channel component X checkmark
            Customizable tabs and tab layout in Command Center for Service X checkmark
            Higher maximum of queued work items X checkmark
            All future Omni-Channel features and enhancements X checkmark
            Ability to prioritize work by Acceptance Due Date X checkmark
            Unified Routing for end-to-end voice calls X checkmark
            Support for Chat (Live Agent) and standard Messaging channels checkmark X

            Also take note of the differences in Omni-Channel behavior, especially if you migrate from Standard to Enhanced Omni-Channel.

            Behavior Standard Omni-Channel Enhanced Omni-Channel
            Location of new and existing work items

            In the Omni-Channel widget, new work items appear in the New tab and existing work items appear in the My Work tab.Omni-Channel widget shows an incoming work item.

            New and existing work both appear in the Inbox tab.Omni-Channel widget shows an incoming work item.
            Sort order of the work items assigned to the rep My Work tab sorts work items by priority. Inbox sorts work items by their most recent creation or update date. You can use the sort options to change the sort order as described in Search and Sort in Omni-Channel Inbox.
            Decline when busy If a rep changes their presence status to Busy, then assigned Messaging sessions are canceled and re-routed. They will remain assigned to the current user until they accept, decline, or go offline.
            Wallboard The Wallboard isn’t available. Unless it’s hidden in the supervisor configuration, the Wallboard tab shows in Command Center for Service.

            See Also

            1 With Enhanced Omni-Channel, add the Reassign action to a record page to transfer skills-based work. See Set Up Work Reassignment.
            2 Omni-Channel users, such as sales and service reps, can handle work requests from all enhanced channels, except Voice, from their mobile device.
            3 Only status-based capacity models work with standard apps. Tab-based capacity models don’t work in such apps.
             
            Loading
            Salesforce Help | Article