1. How to route Leads/Cases/Chats/Custom Object records based on Agents Availability in Salesforce?

We can use Omni-Channel feature in Salesforce. Based on the Omni-Channel presence status(Online, Offline, Away, etc), the records will be assigned to the agents.

2. Types of routing in Salesforce Omni-Channel

In Omni-Channel, we have two types of routing.

1. Skill Based Routing

Route Chats via Skills-Based Routing for Omni-Channel in Salesforce

2. Queue Based Routing

Queue-Based Chat Routing in Salesforce Lightning

3. Where do we configure Skills for agents for Skill Based routing in Salesforce?

1. Create a Service Resource records for the agents.
2. Created related Skills records from the Service Resource related list “Skills”.

4. Is it possible to route WhatsApp Messages, Facebook Messages and SMS Messages using Omni-Channel?

Yes. We have to utilize Digital Engagement Messaging feature in Salesforce.

Digital Engagement Messaging in Salesforce

WhatsApp Messages Routing:

How to route WhatsApp Messages to Salesforce Omni-Channel using queue based routing?

SMS Messages Routing:

SMS Channel Setup in Digital Engagement Messaging in Salesforce

Facebook Messages Routing:

Facebook Channel Setup in Digital Engagement Messaging in Salesforce

Note:
Digital Engagement Messaging is not a free feature. It requires additional Add-On Licenses.

5. How to change the behaviour of Contact that gets created as part of Digital Engagement Messaging in Salesforce?
Channel Object Linking Rules can be used. It is easy to set up by just point and click configuration.

Setting up Channel-Object Linking in Salesforce for SMS Channel

6. What objects support Assignment Rules?
1. Lead
2. Case

Assignment rule in Salesforce

7. How to handle SLAs in Salesforce Cases?
Entitlement Management can be used.

Entitlement Management in Salesforce

8. What objects support Salesforce Entitlement Management?
1. Case
2. Work Order

9. How to escalate the cases automatically in Salesforce based on some criteria?
Escalation Rules can be used.

Escalation Rule in Salesforce

10. How to send an email when a Case Comment is added to the Case in Salesforce?

Case Comment notification can be used.

11. How to capture or create cases from the emails in Salesforce?
Email to Case can be utilized.

Case Comment Notification in Salesforce Community

On-Demand Email to Case in Salesforce

Also, Inbound email service can be used.

Inbound Email – Creating record using email in Salesforce

12. How to capture or create cases in Salesforce from a form in Company’s website?
Web to Case feature can be used.

Web-to-Case in Salesforce

13. How Case Management is handled in Salesforce?

Case Management in Salesforce

14. What feature in Salesforce can be used to send or assign agents bases on the Service Appointments and Work Orders?
Field Service Lightning can be used.

Field Service Lightning in Salesforce

15. What feature allows agents to automate things like Sending Emails, Post to social networks, Replace field values in a case, Insert Field values into a case, etc in Salesforce?
Macros can be used.

Macros in Salesforce