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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