When you turn on Case Routing (Omni-Channel) in Salesforce Go, these settings become active.
Required Editions
| View supported editions for Salesforce Go. |
Default Settings
Case Routing interacts with other features, so it's important to understand its effects when enabled.
| Setting | What It Does | Considerations |
|---|---|---|
| Turn on Omni-Channel | Enables standard Omni-Channel for Salesforce orgs with standard channels, and Enhanced Omni-Channel for Salesforce orgs without them. | Standard Omni-Channel prevents users from using the Omni-Channel sidebar. Instead, users need to use the Omni-Channel utility on the console. |
| Turn on Omni-Channel settings |
Enables the following settings.
|
This setting reduces manual setup. You can modify this setting, but doing so might affect manual steps. For example, turning off the Status-Based Capacity Model means you'll need to set up statuses yourself. |
| Create a default supervisor configuration | Adds the Default Supervision Configuration. | You can modify this setting. |