Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing.

Help your reps provide amazing customer experiences with Einstein AI, which helps intelligently route cases, balance workloads, deliver AI-powered insights, and more. 

Drive agent productivity with features like:

• Routing for availability and priorities
• A complete view to put cases in context
• Manager tools to expedite work

Faster case routing, smarter insights, in-context customer views — that’s Omni-Channel Routing.


Access AI-powered insights.

Increase agent productivity and customer satisfaction with real-time, omni-channel insights from Einstein Supervisor Insights. Managers can make more informed decisions faster with Smart Data Discovery that lets them see crucial data, like agent availability, queues, and wait times. And companies can improve their customer experience by predicting customer satisfaction and making specific recommendations with AI-powered analytics.

Route work intelligently.

Automatically route cases, leads, or other work, to the most appropriate, available employee. Administrators can now configure Service Cloud to distribute work based on employee skill set, availability, and their capacity to handle incoming work. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention.

Supercharge your efficiency.

Instead of dispatching work or having agents arbitrarily pick work from queues, Omni-Channel Presence and Routing intelligently routes work based on the business’ priorities. Work is pushed to employees in real time and screen popped directly into the Service Console, offering up an in-context view of the customer across all channels. And you can ensure employees prioritize correctly with the ability to define relative priority and size of the work.

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