Which Salesforce feature is used to automatically route work items to agents in real time based on language needs (for example, Spanish)?

• A. Case Auto-Response Rules.
• B. Case Assignment Rules.
• C. Visual Workflow.
• D. Omni-Channel.

Answer: (D)

Real-time, skills-based routing of work items to the most suitable agents. Omni-Channel is designed to route cases, chats, and other work items to agents as soon as they come in, using agent presence and skills like language. If a case requires Spanish, Omni-Channel finds an available agent who has Spanish language capability and assigns the item to them, balancing workload and ensuring a quick, appropriate match. Auto-Response Rules only send automated replies and don’t assign work. Case Assignment Rules route items based on criteria but aren’t focused on real-time capacity and language skill matching across the agent pool. Visual Workflow handles process automation, not routing real-time work to agents.