Salesforce Omni-channel Omni-Channel is a comprehensive customer service solution that lets your call center route any type of incoming work item including cases, chats, or leads to the most qualified, available agents in your organization. Omni-Channel integrates seamlessly into the Salesforce console. With Omni Channel, we can configure automatic routing to assign cases to agents through Omni-Channel or configure automatic routing to assign leads to sales people. Omni-Channel currently supports routing for the following objects and records. Cases Chats SOS video calls Social posts Orders Leads Custom objects Note: Lightning Omni-Channel Routing (Beta) doesn’t support routing for the following objects and records…