What can be created to receive work items from case queues and direct them to support agents?

Creating a service channel is an effective way to receive work items from case queues and direct them to support agents. Service channels act as pathways through which incoming cases can be organized and assigned based on specific criteria. This functionality allows for efficient case management, ensuring that the right cases are routed to the appropriate agents based on their skill set, workload, or availability.

Service channels facilitate a streamlined flow of work items, enabling the support team to address cases promptly and efficiently while maintaining high levels of customer satisfaction. By utilizing service channels, organizations can improve their responsiveness and provide a better experience for both support agents and customers.

Other options may include various features related to managing workflows or scheduling, but they do not focus specifically on the direct routing of cases to support agents like a service channel does. Thus, while queue management might involve organizing cases within a queue, it does not provide the same direct assignment capability that a service channel offers.