What feature can be used to route work requests to other channels where the customer might receive better service?

Omni-Channel is designed specifically to manage and route work requests based on customer needs and agent availability, ensuring that requests are directed to the most suitable channel for resolution. This feature utilizes a set of criteria, including workload and expertise, to efficiently distribute work items across various channels, such as phone, chat, or email, to enhance customer service experiences.

In scenarios where customers may receive better service through a different avenue, Omni-Channel intelligently assesses these possibilities and redirects requests accordingly. This not only improves customer satisfaction by connecting them with the right resources but also optimizes agent productivity by balancing workload based on real-time data.

This capability stands out as a pivotal feature in Salesforce for streamlining workflow management and ensuring that customer interactions are handled in the most effective manner, aligning with overarching business objectives of providing high-quality support.