Cloud Applications11% of the exam
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.
Describe the features of Salesforce which enable interaction between support agents and customers (Chat, Case Feed, Agentforce Service Console, Experience Cloud sites, Omni-Channel).
~8 min read · 7 practice questions ·
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
Most Available
- Detail
- Greatest spare capacity wins; ties go to longest since last assignment
Least Active
- Detail
- Smallest used capacity wins
Skill matching
- Detail
- All required skills, or droppable additional skills
Skills evaluated
- Detail
- When the record is added to an Omni-Channel queue
Standard Omni-Channel
- Detail
- Retired with Summer '26; upgraded to Enhanced
Legacy Chat
- Detail
- Support ended February 14, 2026
Macros
- Detail
- Run from the Macros utility on records, not list views
Case Feed publisher
- Detail
- Email, Log a Call, Change Status and Post (case notes) on one page
Case Feed in Lightning
- Detail
- Recreate Log a Call and Change Status as quick actions on the case layout
Site case feed
- Detail
- Needs Chatter; agents can hide a published post or email
Sources for this section (8)
- Routing Modelshelp.salesforce.com (opens in a new tab)
- Skills-Based Routinghelp.salesforce.com (opens in a new tab)
- Route Work with Omni-Channelhelp.salesforce.com (opens in a new tab)
- Chat Retirementhelp.salesforce.com (opens in a new tab)
- Create Macroshelp.salesforce.com (opens in a new tab)
- Use Case Feedhelp.salesforce.com (opens in a new tab)
- Set Up Cases for Lightninghelp.salesforce.com (opens in a new tab)
- Site Case Feedhelp.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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