Distribution Engine vs. Omni-Channel

This presentation compares two Salesforce work routing and distribution tools: Omni-Channel (native) and Distribution Engine (paid app). It also briefly touches on Salesforce Surveys.

• Omni-Channel routes work items (primarily Cases) to the most qualified, available agents, enhancing supervision and support. It’s complex to configure.
• Distribution Engine offers more features (Round Robin, Load Balancing) for even record distribution across most Salesforce objects and is easier to configure.
• Use Cases: Omni-Channel for routing injury incidents to first-aid specialists; Distribution Engine for assigning leads to business development reps.
• Salesforce Surveys gathers customer feedback but has configuration quirks.
• The presentation provides a helpful overview of Omni-Channel and Distribution Engine, highlighting key features, pros and cons, and ideal use cases. It also includes additional resources.