What can be configured in Salesforce to route work related to cases?

Omni-Channel is a powerful feature in Salesforce specifically designed to manage and route work related to cases, as well as other service requests. It intelligently distributes incoming work items, such as cases, chat requests, or other service interactions, to the appropriate agents based on their availability, skills, and workload capacity. This ensures that cases are handled efficiently and by the most qualified personnel, improving response times and overall customer satisfaction.

By configuring Omni-Channel, organizations can define routing rules that determine how cases are assigned and can monitor real-time agent workloads to optimize staffing and resource allocation. This facilitates a streamlined support process that can adapt to the dynamic needs of the business.

Other options listed do not serve the same purpose. A workforce management system generally focuses on scheduling and resource planning but does not directly handle case routing within Salesforce. A Salesforce Knowledge Base is primarily used for providing information and support documentation to both agents and customers, rather than for routing cases. A Case Records Dashboard provides visual insights and data analytics related to cases but does not involve the process of routing cases to agents. Thus, Omni-Channel stands out as the most appropriate tool for case management and routing within Salesforce.