#1MinuteTip #SalesforceWinter23 Use automation in Omni-Channel flows to route cases to the right agents. When Email-to-Case generates cases from incoming emails, your Omni-Channel flow can determine where to direct them. Previously, Omni-Channel flows didn’t support case routing unless you created a record-triggered flow.
References & Useful URLs
- Related Winter ’23 Release Note Article – https://sforce.co/3gAvI82