Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_service_channels.htm&type=5