An administrator at DreamHouse Realty wants an easier way to assign cases based on agent capacity and skill set. Which feature should the administrator enable to meet this requirement?

Knowledge Management focuses on creating and managing articles for self-service and agent support, not on routing work based on agent attributes.

Omni-Channel is a Salesforce feature specifically designed to route work items, such as cases, to the best-suited support agents based on their availability, capacity, and defined skill sets, ensuring efficient and intelligent assignment.

Escalation Rules are used to reassign or notify individuals when a case is not resolved within a specified time, not for initial assignment based on capacity or skill.

Territory Management organizes accounts and users into logical groups, primarily for sales efforts, and does not directly support real-time work assignment based on agent capacity or skills.