# Omni-Channel, Enhanced Chat, Case Feed and service sites

*Platform Administrator II Study Guide · Cloud Applications · Last updated October 26, 2026 · https://www.certifyforce.com/study-guide/platform-administrator-ii/cloud-applications/omni-channel-enhanced-chat-case-feed-and-service-sites*

How Omni-Channel routing models and skills-based routing pick a rep, why legacy Chat gives way to Enhanced Chat, which Service Console features (split view, utility bar, macros, Case Feed and its publisher actions) speed up case work, and how Experience Cloud self-service sites and the site case feed let customers help themselves.

- Certification: Salesforce Platform Administrator II
- Exam section: Cloud Applications
- Study guide: https://www.certifyforce.com/study-guide/platform-administrator-ii

**Official exam objective:**

> Describe the features of Salesforce which enable interaction between support agents and customers (Chat, Case Feed, Agentforce Service Console, Experience Cloud sites, Omni-Channel).

## What the exam expects

- Predict which rep Omni-Channel picks under Least Active or Most Available.
- Configure skills-based routing so work still routes when no rep has every skill.
- Recommend Enhanced Chat over legacy Chat for persistent web conversations.
- Use split view, the utility bar and macros in the Agentforce Service Console to speed case work.
- Explain what the internal Case Feed gives agents (publisher actions, feed versus related lists).
- Choose an Experience Cloud self-service site and manage what customers see in the site case feed.

Key terms:
- **Routing configuration**: the Omni-Channel setting that picks the routing model and can add static skills.
- **Capacity**: how much work a rep can hold, set by their presence configuration.
- **Additional skill**: a skill Omni-Channel may drop, in priority order, when no rep has them all.
- **Macro**: a recorded set of quick actions and field updates run from the Macros utility.
- **Case Feed**: the feed-based case view where agents work a case through publisher actions.
- **Site case feed**: the Chatter-based feed of posts and emails that site users see on their case.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Most Available | Greatest spare capacity wins; ties go to longest since last assignment | [Routing Models](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&language=en_US&type=5) |
| Least Active | Smallest used capacity wins | [Routing Models](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&language=en_US&type=5) |
| Skill matching | All required skills, or droppable additional skills | [Skills-Based Routing](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_how_skills_based_routing_works.htm&type=5) |
| Skills evaluated | When the record is added to an Omni-Channel queue | [Skills-Based Routing](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_how_skills_based_routing_works.htm&type=5) |
| Standard Omni-Channel | Retired with Summer '26; upgraded to Enhanced | [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?language=en_US&id=sf.omnichannel_intro.htm&type=5) |
| Legacy Chat | Support ended February 14, 2026 | [Chat Retirement](https://help.salesforce.com/s/articleView?id=001790618&language=en_US&type=1) |
| Macros | Run from the Macros utility on records, not list views | [Create Macros](https://help.salesforce.com/s/articleView?language=en_US&id=service.macros_create_lightning.htm&type=5) |
| Case Feed publisher | Email, Log a Call, Change Status and Post (case notes) on one page | [Use Case Feed](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&language=en_US&type=5) |
| Case Feed in Lightning | Recreate Log a Call and Change Status as quick actions on the case layout | [Set Up Cases for Lightning](https://help.salesforce.com/s/articleView?language=en_US&id=service.cases_set_up_lex.htm&type=5) |
| Site case feed | Needs Chatter; agents can hide a published post or email | [Site Case Feed](https://help.salesforce.com/s/articleView?id=ccf_overview.htm&language=en_US&type=0) |

## Check yourself

- Why does editing a case that waits in an Omni-Channel queue not change its required skills?
- When does Omni-Channel route an item to a rep who lacks some of its skills?
- Which product replaces legacy Chat for persistent web conversations?
- Why might the site case feed not work in an org created this year?

## Sources

- [Routing Model Options for Omni-Channel](https://help.salesforce.com/s/articleView?id=service.service_presence_routing_options.htm&language=en_US&type=5)
- [How Does Skills-Based Routing Work?](https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_how_skills_based_routing_works.htm&type=5)
- [Route Work with Omni-Channel](https://help.salesforce.com/s/articleView?language=en_US&id=sf.omnichannel_intro.htm&type=5)
- [Chat & Live Agent End of Support and Retirement](https://help.salesforce.com/s/articleView?id=001790618&language=en_US&type=1)
- [Add Flexibility and Power with Enhanced Chat](https://help.salesforce.com/s/articleView?language=en_US&id=service.miaw_intro_landing.htm&type=5)
- [Lightning Service Console](https://help.salesforce.com/s/articleView?language=en_US&id=service.console_lex_service_intro.htm&type=5)
- [Use Case Feed in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.case_interaction_overview.htm&language=en_US&type=5)
- [Case Feed and Related Lists](https://help.salesforce.com/s/articleView?id=sf.case_interaction_related_lists.htm&language=en_US&type=5)
- [Set Up Cases for Lightning Experience](https://help.salesforce.com/s/articleView?language=en_US&id=service.cases_set_up_lex.htm&type=5)
- [Create Macros in Lightning Experience](https://help.salesforce.com/s/articleView?language=en_US&id=service.macros_create_lightning.htm&type=5)
- [Site Case Feed](https://help.salesforce.com/s/articleView?id=ccf_overview.htm&language=en_US&type=0)
- [What Is Experience Cloud?](https://help.salesforce.com/s/articleView?language=en_US&id=experience.exp_cloud_basics_what.htm&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 7 linked practice questions, and unlimited timed mock exams are included with the Platform Administrator II pack (USD $19): https://www.certifyforce.com/practice-exams