What is the initial action required to configure Omni Channel?

• A. Assign Users to the Omni Channel Feature License.
• B. Assign Users to Omni Channel permissions.
• C. Enable Omni Channel by clicking Settings in Setup.
• D. Contact Salesforce to have Omni Channel enabled.

Answer: (C)

Enabling Omni-Channel in Setup is the first step because the feature must be active in your org before you can assign licenses, grant permissions, or configure routing. Turning it on makes the Omni-Channel functionality available for use, after which you assign the feature license to users and grant the necessary permissions so they can access and work with Omni-Channel. Without enabling it first, those subsequent steps can’t take effect. While you could contact Salesforce if you don’t have admin access, the typical and correct initial action is to enable Omni-Channel through Settings in Setup.