Which feature enables real-time routing of work items to agents based on availability and skills?

• A. Omni-Channel
• B. Case Assignment Rules
• C. Web-to-Case
• D. Experience Cloud site

Answer: (A)

Real-time routing of work items to agents based on availability and skills is handled by Omni-Channel. It continuously tracks agents’ presence and workload and uses routing configurations and skill requirements to push new items—like cases or chats—to the most suitable, available agent. This dynamic assignment is what makes Omni-Channel suited for real-time routing.

Case Assignment Rules, while useful for automatic assignment based on defined criteria, operate when a case is created or updated and don’t route in real time according to current agent availability or skill, which is why they aren’t the best fit here. Web-to-Case simply creates cases from a web form and doesn’t perform ongoing routing. Experience Cloud site is about building customer portals and doesn’t manage how work items are distributed to agents.