#SalesforceWinter23 – Direct Cases to Qualified Agents with Omni-Channel Flows

#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.

Salesforce Direct Cases to Qualified Agents with Omni-Channel Flows
Image Source: Salesforce Release Note Article

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