Salesforce Geek

Looking for Salesforce Training & HandsOn Projects? Trailblazer Profile  |  LinkedIn  |  Salesforce Blog  |  Facebook  |  Youtube Channel  |  WhatsApp Community   Omni Channel in Salesforce is a powerful tool that empowers you to deliver a seamless customer experience across multiple channels. Think phone calls, emails, web chats, social media messages – you name it! It streamlines work for your agents and ensures your customers feel valued and understood, regardless of how they choose to reach you. Here is how Omni Channel can help us to improve the efficiency of Customer Service Teams: Automatic Workload Distribution Omni Channel automatically routes incoming work items (like cases, leads, or chats) to your agents based on pre-defined criteria. This includes factors like: Agent availability: Are they online and free to take on new tasks? Skillset: Does the agent have the expertise to handle the specific issue? Priority: Is it a high-urgency case that needs immediate attention