If enabled, you can configure Salesforce to create cases corresponding to messages from various sources: email, social media including Twitter and Facebook, SMS, and so on. Using NewVoiceMedia's omni-channel routing feature—ContactWorld Unite—you feature—Unite—you can configure ContactWorld for Salesforce (CW4SF) to route these cases to a ContactWorld skills-based route plan. This route plan then routes the cases to the appropriate agents.
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