Omni-Channel Flow is the correct choice because it allows for the creation of sophisticated, automated workflows that can guide a case through multiple steps, assign tasks to different queues or users based on conditions, and update case fields automatically. While routing is a component, Omni-Channel Flow provides the comprehensive orchestration needed for complex, multi-departmental processes.

The most likely cause is that the auto-reply (or case confirmation email) has threading disabled. When email threading is off, replies to the auto-generated email are not associated with the original case’s email thread and instead create a brand new case. Ensuring email threading is enabled on system-generated emails is crucial to prevent this type of duplication.

The Highlights Panel is a dedicated component of the Service Console that provides a compact, customizable overview of key customer information. It can display fields from the account, contact, and case records, giving the agent immediate context without needing to navigate away from their primary workspace.

Using the “Insert Article” macro command is the best practice. This command dynamically inserts the content of a specified Knowledge article into the feed post or email. When the article is updated in Knowledge, the macro will automatically pull in the new content the next time it is used, ensuring agents always provide the latest information.

Queue-Based Routing and Omni-Channel Flow are the essential tools. Cases would first be routed to a general queue. An Omni-Channel Flow can then evaluate the case against your criteria (using flow logic to check for keywords or customer tier). If the criteria are met, the flow can re-route the case to the specialized team’s queue, automating the tiered model.

Configuring Chat Queue Capacity is key. This feature allows you to set a maximum number of visitors waiting in the queue. Once that limit is reached, you can display a custom message to new visitors, such as informing them of the long wait time and offering a callback option. This manages expectations and provides an alternative service channel.

The Field Service Mobile App is the dedicated application built for this purpose. It is pre-integrated with Service Cloud and Field Service Lightning, allowing technicians to view their schedules, access case and asset information, complete work orders, and update case statuses in real-time, with all data syncing directly back to the Salesforce org.

The primary advantage of the console’s unified search (or “Search this record” feature) is that it contextually scopes the search to data related to the currently open account, contact, or case. This means the agent’s search for “billing statement” will prioritize results like past cases, notes, or files attached to *this specific customer*, making the search far more relevant and efficient.

Agent Status History is the critical data point. This object logs timestamps for each status change an agent makes (e.g., from ‘Available’ to ‘Busy’ on a case, and then to ‘Wrap-Up’). By reporting on the duration of ‘Wrap-Up’ statuses from this history, the lead can accurately measure and analyze how agents are utilizing their post-case work time.

Omni-Channel Flow is the correct choice because it allows for the creation of sophisticated, automated workflows that can guide a case through multiple steps, assign tasks to different queues or users based on conditions, and update case fields automatically. While routing is a component, Omni-Channel Flow provides the comprehensive orchestration needed for complex, multi-departmental processes.0