Case Management: Omni-Channel Skills-Based Routing, Copy and Paste for Images, and Folders for Macros and Quick Text
Use Omni-Channel skills-based and queue-based routing together for a robust solution to assign work items to agents. And after your agents receive a work item, they have more tools to help them close the case. Agents can copy and paste images directly into case emails. And folders help them organize and share macros and quick text more easily.