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Using External Routing with Salesforce Omnichannel

Getting incoming questions immediately with the right support agent is key.  So, how do you ensure uniform routing over all channels in your service center when using Salesforce Omnichannel?  As mentioned earlier in this article, a clear distinction must be made between omnichannel routing functionalities in Salesforce and routing via communication platforms.

Functionalities between Communication platform & Salesforce in Omnichannel Support

When companies want to implement an omnichannel strategy in their service center, an important question is which functionality belongs in which application.

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