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Salesforce Automated Case Routing

Salesforce Automated Case Routing

What is Omni-Channel Routing in Salesforce? Salesforce Automated Case Routing is a time-saving automation, and Omni-Channel is one way to do it. Omni-Channel is a feature within Salesforce’s Customer Service and Console that facilitates the automatic routing of various work items, such as Leads and Cases, to agents. It intelligently assigns work items to agents

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