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How Omni-Channel facilitates multichannel support in Salesforce?
How Omni-Channel facilitates multichannel support in Salesforce?
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1 Reply
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Omni-Channel assigns work items to a queue and then pushes work items to an agent who is a member of that queue. Works natively in Salesforce. Best for smaller organizations that support a limited number of products. You assign skills to agents and required skills to work item types.
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