Reduce wait times by automatically routing service requests to the most suitable and available service reps. Each request reaches a rep with the right skills and capacity for faster resolution. Use the guided setup assistant to configure Omni-Channel for service requests in a few clicks. Define queues, add service representatives, and configure routing and presence settings easily.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. This feature requires IT Service Management with IT Asset Management or Employee Service.