Explanation:

When a customer requires a single, unified view of interactions across all communication channels—such as email, phone, web chat, SMS, or social media—the most suitable Salesforce functionality is Omni-Channel Routing. This feature allows support teams to consolidate, prioritize, and distribute customer inquiries from multiple channels into a single, streamlined agent console experience.

✅ Option A: Omni-Channel Routing ✅ (Correct Answer)
Omni-Channel Routing in Salesforce is specifically designed to:

✔️ Aggregate customer interactions from various channels into one queue
✔️ Automatically assign cases, chats, or leads to the most appropriate and available agents based on their skills and capacity
✔️ Provide agents with a complete customer context, including previous interactions across channels
✔️ Improve both efficiency and customer satisfaction by ensuring a seamless, connected experience

This functionality is crucial for delivering consistent service and reducing the effort required from customers and agents alike. By centralizing all interactions into the Service Console, agents get a 360-degree view of each customer, helping them resolve issues faster and more personally.

🔴 Option B: Case Management
Case Management in Salesforce is excellent for tracking and resolving customer issues. It allows agents to:

➕ Log and track individual cases
➕ Escalate or reassign cases as needed
➕ Maintain a case history

However, standard Case Management does not natively unify interactions from all communication channels or handle real-time channel prioritization. It works best in conjunction with Omni-Channel for a complete service solution.

🔴 Option C: Einstein Bots
Einstein Bots are AI-powered chatbots that help automate customer service interactions. They:

➕ Handle routine inquiries before passing them to a human agent
➕ Collect data and guide customers through basic processes
➕ Operate mainly within chat or messaging channels

While Einstein Bots can improve channel efficiency, they don’t provide a unified view of all channels. Instead, they serve as one touchpoint within the broader service ecosystem.

🔴 Option D: Customer Community
Customer Community (now called Experience Cloud) allows organizations to create branded self-service portals where customers can:

➕ Log cases
➕ Access Knowledge Base articles
➕ Collaborate in forums

Although it improves self-service and engagement, it does not offer agents a centralized view of multi-channel interactions. It's more of a customer-facing tool rather than an internal agent-focused visibility solution.

🧩 Summary:
For organizations looking to deliver connected service and gain a comprehensive view of customer engagement across channels, Omni-Channel Routing is the most powerful and appropriate solution. It ensures that no interaction is missed and every conversation is handled with full context, ultimately leading to better support and stronger customer relationships.

📚 Official Salesforce Reference:
🔗 Omni-Channel Routing in Salesforce