What feature allows agents to manage both voice and digital channels from a single console?

The correct choice is the Omni-Channel feature, which is designed to provide agents with a seamless experience when managing various communication channels, including both voice and digital interactions. This feature enables agents to handle incoming requests from multiple sources—such as phone calls, chat, email, and social media—within a single unified interface.

By integrating these channels, agents can improve their efficiency and responsiveness, ensuring that they can effectively address customer inquiries regardless of the source. The Omni-Channel feature intelligently routes conversations based on agent availability and skill set, optimizing the workload and enhancing customer satisfaction.

The other options do not encompass the same comprehensive multi-channel management capability. For example, Multi-Channel Access typically provides access to various channels but does not integrate them into a single console. The Unified Interface often refers to a consistent user experience across Salesforce applications but does not specifically address the management of both voice and digital channels together. Cross-Channel Management might imply handling multiple channels, but it lacks the specific framework of intelligent routing and unified access that the Omni-Channel feature offers.