Before configuring Omni-Channel, what is the required step?

• A. Customize service channel settings to define how the organization receives work from various sources.
• B. From Setup, Select Omni-Channel Settings and Select Enable Omni-Channel.
• C. Create the necessary objects in Salesforce.
• D. Create a Salesforce Case to have Omni-Channel enabled.

Answer: (B)

Enabling Omni-Channel is the first step you must take before you can configure anything else. In Setup, you go to Omni-Channel Settings and turn on Omni-Channel. This activates the routing engine and the related configurations, so you can then define how work is assigned, set up service channels, presence statuses, queues, and routing configurations. Without enabling it, none of the subsequent setup options will take effect.

The other steps describe things you do after enabling Omni-Channel (like configuring how work is received) or are not required prerequisites (there's no need to create new objects or a case just to enable the feature).