--- schema_version: "1" id: 3ec0aac2f3e9ef93b93c3e986b1acf06ee398150ffe0b321d6f63c36ac3b9387 title: Comparison of Standard and Enhanced Omni-Channel collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_std_vs_enhanced.md canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_std_vs_enhanced.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 9b41b6341a62a2b42cad30a8ab23bb89359d78092d060d3955da10dba4d19c76 description: Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version. products: - Service Cloud release: "264" --- # 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png) Important Standard Omni-Channel is retired with the Summer ’26 release. To make sure that your users maintain their routing workflows and gain access to the latest features, Salesforce automatically upgrades your org to Enhanced Omni-Channel during the Summer '26 release rollout. Enhanced Omni-Channel provides the latest capabilities for service reps and supervisors. See upgrade [Standard Omni-Channel to Enhanced](https://help.salesforce.com/s/articleView?id=service.omnichannel_upgrade_standard_to_enhanced.htm&language=en_US&type=5). | Feature | Standard Omni-Channel | Enhanced Omni-Channel | | --- | --- | --- | | Routing of work, Omni Flows, Command Center for Service, [Interruptible Capacity](https://help.salesforce.com/s/articleView?id=service.omnichannel_interruptible_capacity.htm&release=264.0.0&type=5 "When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away."), and basic functionality | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for [Voice](https://help.salesforce.com/s/articleView?id=service.voice_about.htm&language=en_US), Case, [Enhanced Messaging channels](https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&language=en_US), and all other [routable Salesforce objects](https://help.salesforce.com/s/articleView?id=service.service_presence_supported_objects.htm&language=en_US) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Custom report types for service rep work | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Ability to transfer skills-based work from an Omni-Channel work list](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&language=en_US) [1](#fntarg_1) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | (See next row) | | [Reassign work to a rep, skill, queue, or Omni-Channel flow from a record page](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Monitor Agentforce Service Agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_monitor_service_agents.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Omni Mobile](https://help.salesforce.com/s/articleView?id=service.omnichannel_go_mobile.htm&language=en_US)[2](#fntarg_2) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for apps that use standard navigation[3](#fntarg_3) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Omni-Channel Fallback Mode](https://help.salesforce.com/s/articleView?id=002186102&type=1&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Supervisor Wallboard](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_wallboard_tab.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Agent Inbox View | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Paused status for status-based capacity](https://help.salesforce.com/s/articleView?id=service.service_presence_service_channel_settings.htm&release=264.0.0&type=5 "Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.") | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Sidebar layout for the Omni-Channel component](https://help.salesforce.com/s/articleView?id=service.omnichannel_component_layout.htm&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Customizable tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_create_custom_tabs.htm&release=264.0.0&type=5 "Take advantage of the power of Command Center for Service by creating bespoke tabs for supervisors. Embed your own apps, components, or metrics on an Command Center for Service tab and share your page on the App Exchange, or use the custom tab for your own needs.") and [tab layout](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_supervisor_configuration.htm&release=264.0.0&type=5) in Command Center for Service | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Higher maximum of queued work items](https://help.salesforce.com/s/articleView?id=xcloud.overview_limits_general.htm&type=5&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | All future Omni-Channel features and enhancements | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Ability to prioritize work by [Acceptance Due Date](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_work_by_due_date.htm&type=5&language=en_US) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | [Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing.htm&type=5&language=en_US) for end-to-end voice calls | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | | Support for Chat (Live Agent) and standard Messaging channels | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | | Salesforce Classic | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![X](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/crossmark.png) | | Lightning Experience | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | ![checkmark](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/resources-global/_corporate/images/checkmark.png) | 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 - [Knowledge Article: How to Resolve Connectivity Issues](https://help.salesforce.com/s/articleView?id=002232058&type=1&language=en_US) - [Enable Omni-Channel](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&release=264.0.0&type=5 "Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.") [1](#fnsrc_1) With Enhanced Omni-Channel, add the Reassign action to a record page to transfer skills-based work. See [Set Up Work Reassignment](https://help.salesforce.com/s/articleView?id=service.omni_set_up_reassign_work.htm&type=5&language=en_US). [2](#fnsrc_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](#fnsrc_3) Only status-based capacity models work with standard apps. Tab-based capacity models don’t work in such apps.