Omni-Channel is a Customer Service and Console based Salesforce feature that helps automatic routing of different kinds of work items (such as Leads, chat requests, and Cases) to agents. Omni Channel routes all the work items to the agents automatically based on the agent's capacity, priority, and skills.Omni-Channel, Service Cloud’s comprehensive customer service solution, assigns work items to agents in real time, right from the Salesforce console.

Build and manage Einstein Bots to ease the load on your service agents. Bots can handle routine requests and free your agents to handle more complex issues. Bots can also gather pre-chat information to save your agent’s time.Bots help in creating cases, updating case, fetching knowledge articles, routing cases based on agent availability and skills and much more.Einstein chatbot is available in Enterprise, Performance, Unlimited, and Developer Editions. Einstein is an NLU technology that trains chatbots to create a learning model. The learning model helps chatbots created with Salesforce understand customer interactions in a chat window.

Salesforce.com uses a variety of methods to ensure that your data is safe, secure, and available only to registered users in your organization. Salesforce.com utilizes some of the most advanced technology for Internet security available today. When you access our site using a supported web browser, Secure Socket Layer (SSL) technology protects your information using both server authentication and data encryption.