Which Salesforce feature best addresses this need?

The customer requests a single view of customer interactions across all channels .

Which Salesforce feature best addresses this need?

A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.

B. Configure a Knowledge Base with searchable articles and FAQs for self-service options.

C. Implement the Customer Community for forum discussions and support ticket submission.

D. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.

View Answer

Answer: A

Explanation:

Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, "A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels" is the best option for achieving a single view of customer interactions across various communication platforms.

Reference: Salesforce Omni-Channel Routing