Where do you enable Omni-Channel in Salesforce?

• A. Setup > Omni-Channel Settings > Enable Omni-Channel.
• B. Setup > Service Console > Enable Omni-Channel.
• C. Setup > Email Administration > Enable Omni-Channel.
• D. Setup > Security Controls > Enable Omni-Channel.

Answer: (A)

Omni-Channel is Salesforce’s real-time routing feature for work items like cases. To enable it, go to Setup, open Omni-Channel Settings, and turn on Omni-Channel. This is the dedicated configuration area for enabling and configuring Omni-Channel; other sections like Service Console, Email Administration, or Security Controls handle different features and don’t provide the toggle to enable Omni-Channel. Once enabled, you can set up routing configurations, presence statuses, and agent assignments.