August 5, 2020

Omni-Channel queue-based Case Routing in Salesforce

1. Enable Omni-Channel.


2. Create Service Channel for standard Case Object.


3. Create a Routing Configuration.


4. Create Presence Configuration.


5. Create Queue for Case Object.


6. Create Presence Status


7. Add Omni-Channel in App Manager


8. Add the Service Presence Status to the Profile.


9. Set your status in Omni-Channel Console.


10. Change any Case Owner to High Priority Cases Queue, it will route it through Omni-Channel Configuration.



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