In my current Omnichannel implement, I'm using both chats and Cases to route work to agents. Now we don't want to use Omnichannel for Cases, we just want to use chats. For this, I tried to delete the Service Channel for Case object, but I'm getting below error
**This service channel is referenced elsewhere in salesforce.com. Remove the usage and try again. ** For Agent Work and Pending Service Routing object
I guess there are some cases that are assigned to some agents or are in OmniChannel Queue. How can I remove Case from OmniChannel. Do I also need seperate Queue to handle Cases?