Assigned Work Tab in Salesforce Omni-Supervisor
1K views · Apr 20, 2022 infallibletechie.com
If records are routed via Queue-Based Routing, transferred by agents to an agent or queue or button, etc, those records will be available in Assigned Work Tab in Salesforce Omni-Supervisor.
How to add screen pop in Salesforce Omni-Channel Flow?
3K views · Apr 8, 2022 infallibletechie.com
Screen Pop in Salesforce Omni-Channel Flow helps to open additional records when the records are routed via Omni-Channel widget.
How to Troubleshoot Salesforce Service Cloud Voice Omni Chan...
3K views · Apr 10, 2022 infallibletechie.com
Client Log Salesforce Service Cloud Voice Omni-Channel Login Issue | Browser side Logs for Salesforce Service Cloud Voice Omni-Channel Login Issues For more detailed steps, please check the following post: https://www.infallibletechie.com/2022/03/download-agent-debug-information.html
How to allow agents to decline requests in Salesforce Omni C...
8K views · Apr 27, 2022 infallibletechie.com
Admins can enable "Allow Agents to Decline Requests" and "Allow Agents to Choose a Decline Reason" to to allow agents to decline requests in Salesforce Omni-Channel.
Skills Based Routing Chats in Salesforce
8K views · Apr 29, 2022 infallibletechie.com
Skills-Based Routing configuration for Salesforce Incoming Chats
Queue Based Routing Chats in Salesforce
21K views · Apr 30, 2022 infallibletechie.com
Queue-Based Routing configuration for Salesforce Incoming Chats
Route Cases directly to an agent in Salesforce Omni-Channel
7K views · May 3, 2022 infallibletechie.com
Omni-Flow can be used to route Cases directly to an agent to Omni-Channel in Salesforce without coding
Custom Messaging Session Transfer in Salesforce
14K views · May 9, 2022 infallibletechie.com
For implementation steps for Custom Messaging Session Transfer in Salesforce and idea link for standard feature, check the following link: https://www.infallibletechie.com/2022/05/custom-messaging-session-transfer-in.html
Add or remove fields in Salesforce Omni-Channel Widgets
607 views · May 11, 2022 infallibletechie.com
To adjust the fields available while accepting the work item in Omni-Channel, update the object's Compact Layout.
How to update the Case Owner to Chat agent when the Chat is ...
728 views · May 12, 2022 infallibletechie.com
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce.
Drop Additional Skills Time Out seconds in Salesforce Skill ...
2K views · May 21, 2022 infallibletechie.com
Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing is used to set the time(seconds) to elapse before additional skills are dropped from the Omni-Channel routing.
Salesforce Omni-Channel Audio Settings
1K views · May 25, 2022 infallibletechie.com
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections.
How to give Agents ability to see other Agents status withou...
1K views · May 26, 2022 infallibletechie.com
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used.
Salesforce Chat Transfer to Skills
6K views · Jun 8, 2022 infallibletechie.com
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.
Displaying different names for agents in Salesforce Chat
6K views · Jun 21, 2022 infallibletechie.com
Chat Agent Configurations in Salesforce can be used to display different name for Chat Agent.
How to test Salesforce Embedded Service Chat Code?
1K views · Jun 26, 2022 infallibletechie.com
Using GitHub, we can easily test the Salesforce Embedded Service Deployment Chat Code Snippet.
Auto pop Salesforce Omni Channel Widget
1K views · Jul 25, 2022 infallibletechie.com
openUtility() from Utility API can be used to auto-pop Salesforce Omni-Channel Widget. Blog Post: https://www.infallibletechie.com/2022/07/how-to-auto-pop-salesforce-omni-channel-widget.html
Transfer from BOT to a Queue in Salesforce
1K views · Aug 1, 2022 infallibletechie.com
Using Rule Action, we can transfer Chats from BOT to a Queue in Salesforce. Blog Post: https://www.infallibletechie.com/2022/07/how-to-transfer-from-bot-to-a-queue-in-salesforce.html
Set Omni Channel status to Busy when Chat is accepted in Sal...
3K views · Aug 9, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/08/how-to-set-omni-channel-status-to-busy-when-chat-is-accepted-by-the-agents-in-salesforce.html
Find queue availability in Salesforce using Omni Channel Flo...
4K views · Aug 20, 2022 infallibletechie.com
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-queue-availability-in-salesforce-omni-channel-flow.html
View/Adjust agents assigned Queues and Skills from Salesforc...
2K views · Aug 23, 2022 infallibletechie.com
Using Omni Supervisor, Agents Supervisors can view agents assigned Queues and Skills. Also, they can update the Skills and Queues assignments directly from the Omni-Supervisor panel using Change Queues and Change Skills buttons. Blog post: https://www.infallibletechie.com/2022/06/how-to-view-agents-assigned-queue-and.html
Offline Agents are unavailable in Salesforce Omni Supervisor
2K views · Sep 11, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/08/offline-agents-are-unavailable-in-the-agent-summary-of-salesforce-omni-supervisor.html
Salesforce Process Automations when records are assigned via...
5K views · Sep 21, 2022 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/07/assignment-rules-when-records-are-assigned-via-salesforce-omni-channel.html
Open Salesforce Omni Channel widget on a button click
1K views · Oct 7, 2022 infallibletechie.com
openUtility() can be used to launch Salesforce Omni-Channel widget on click of a button. Blog Post: https://www.infallibletechie.com/2022/07/how-to-launch-salesforce-omni-channel-widget-on-click-of-a-button.html
Find each agent accepted Salesforce Omni Channel Work Items
4K views · Jan 20, 2023 infallibletechie.com
Accept Date(AcceptDateTime) on Agent Work is populated when the agent accepts the Work Item(Case, Chat, Messaging Session, etc.) via Omni-Channel Widget. So, we can use this field to to find each agent accepted Salesforce Omni-Channel Work Items per day. Blog Post: https://www.infallibletechie.com/2023/01/how-to-find-each-agent-accepted-salesforce-omni-channel-work-items-per-day.html
Agent configured and assigned Omni Channel Capacity using Sa...
2K views · Jan 25, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/10/how-to-get-agent-configured-and-assigned-omni-channel-capacity-using-salesforce-omni-toolkit.html
Drop Additional Skills Time Out seconds in Salesforce Omni F...
736 views · Jan 27, 2023 infallibletechie.com
To use Drop Additional Skills Time-Out (seconds) in Salesforce Omni-Flow, make use of "Add Skill Requirements" core action in the Omni-Flow. Blog Post: https://www.infallibletechie.com/2023/01/drop-additional-skills-time-out-seconds-in-salesforce-omni-flow.html
Unable to select Queues in Salesforce Omni Channel Flow
975 views · Feb 16, 2023 infallibletechie.com
We won't be able to choose or select Queues in the Salesforce Omni-Channel Flow 1. If the Queue is not configured to a Routing Configuration. 2. If the Queue's Routing Configuration uses "Use with Skills-Based Routing Rules". Blog Post: https://www.infallibletechie.com/2023/02/unable-to-select-queues-in-salesforce-omni-channel-flow.html
Manage separate Capacity for Salesforce Chat and Case Servic...
37K views · Feb 24, 2023 infallibletechie.com
Pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work can be used to manage separate Capacity for Salesforce Chat and Case Service Channels. Reference Article: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_capacity_pools.htm&release=242&type=5 Check the following configurations using the pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work to manage separate Capacity for Salesforce Chat and Case Service Channels. Blog Post: https://www.infallibletechie.com/2023/02/manage-separate-capacity-for-salesforce-chat-and-case-service-channels.html
Debug Logs for Salesforce Email to Case Omni Channel Flow
2K views · Apr 6, 2023 infallibletechie.com
To setup Debug Logs for Salesforce Email-to-Case Omni-Channel Flow, check the "Automated Case User" in Support Settings in Salesforce Setup. Set the Debug logs for the "Automated Case User" The user defined as the "Automated Case User" should have "Run Flows" or "Manage Flows" permission. Else, the Omni-Flow will not be executed. Blog Post: https://www.infallibletechie.com/2023/04/debug-logs-for-salesforce-email-to-case-omni-channel-flow.html
Change Omni Channel audio for Salesforce Service Cloud Voice
1K views · Jun 2, 2023 infallibletechie.com
Custom Audio file can be stored in Static Resource and configured in Phone Service Channel or Presence Configuration to change Omni-Channel audio for Salesforce Service Cloud Voice. Blog Post: https://www.infallibletechie.com/2023/05/how-to-change-omni-channel-audio-for-salesforce-service-cloud-voice.html
Execute Salesforce Skills Based Routing Rules after record c...
5K views · Jun 14, 2023 infallibletechie.com
Salesforce Record-Triggered Flow can be used execute Skills-Based Routing Rules after record creation. In the Salesforce Record-Triggered Flow, make use of Route Work action to call or invoke Salesforce Skills-Based Routing Rules after record creation. Blog Post: https://www.infallibletechie.com/2023/06/how-to-execute-salesforce-skills-based-routing-rules-after-record-creation.html
invalid ServicePresenceStatus Id Salesforce Exception
24K views · Sep 1, 2023 infallibletechie.com
Exception: Unable to process: invalid ServicePresenceStatus Id Resolution: Please use 15 digit Service Presence Id instead of the 18 digit Id. Blog Post: https://www.infallibletechie.com/2023/07/unable-to-process-invalid-servicepresencestatus-id-salesforce-exception.html
Omni Channel Status from Button using Lightning Component in...
596 views · Sep 7, 2023 infallibletechie.com
omniToolkitAPI can be used to set Omni-Channel Status from Button using Lightning Aura Component in Salesforce. Blog Post: https://www.infallibletechie.com/2022/04/how-to-set-omni-channel-status-from.html
Salesforce Omni Channel Agent Presence Status Report
11K views · Sep 28, 2023 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2022/03/salesforce-omni-channel-agent-presence.html
View Amazon Real Time Metrics Salesforce Omni Channel Superv...
584 views · Oct 19, 2023 infallibletechie.com
"View Amazon Real-Time Metrics" action in the Supervisor Configuration should be assigned to view the button from the Salesforce Omni Supervisor tab. Blog Post: https://www.infallibletechie.com/2023/10/view-amazon-real-time-metrics-salesforce-omni-channel-supervisor.html
Salesforce Omni Channel Skill Priority
2K views · Jan 8, 2024 infallibletechie.com
In Salesforce Skill Priority, the Higher priority-value skills are dropped first. Next, the Lower priority-value skills, for example 0 Priority Level value Skills are dropped last. Blog Post: https://www.infallibletechie.com/2023/12/salesforce-skill-priority.html
Manage separate Capacity for Salesforce High and Low Priorit...
170 views · Jan 22, 2024 infallibletechie.com
If you are having agents working in both Low and High Priority Salesforce Case records and would like to manage separate Capacity, then Capacity Types Not Interruptible and Interruptible can be used. Blog Post: https://www.infallibletechie.com/2024/01/manage-separate-capacity-for-salesforce-high-and-low-priority-cases.html
Salesforce Omni Channel AgentWorkSkill
1K views · Feb 5, 2024 infallibletechie.com
AgentWorkSkill in Salesforce Omni-Channel represents a skill used to route a work item to an agent. This object/entity is mainly used for reporting purpose. It contains the dropped skills also during routing. It is tied to the agent work object/entity. AgentWorkSkill records are created after the AgentWork record creation.
Salesforce Omni Channel Supervisor Configurations Users Assi...
870 views · Feb 16, 2024 infallibletechie.com
OmniSupervisorConfigUser is the object/entity where Salesforce Omni-Channel Supervisor Configurations Users assignments are stored. So, we have to query the OmniSupervisorConfigUser object/entity to fetch the Salesforce Omni-Channel Supervisor Configurations Users assignment. Blog Post: https://www.infallibletechie.com/2024/02/how-to-query-salesforce-omni-channel-supervisor-configurations-assignment.html
Route cases with Interruptible Capacity using Salesforce Flo...
924 views · Apr 24, 2024 infallibletechie.com
Capacity Type should be set to Interruptible to route cases with Interruptible Capacity using Salesforce Flow. Blog Post: https://www.infallibletechie.com/2024/01/how-to-route-cases-with-interruptible-capacity-using-salesforce-flow.html
Route cases with Interruptible Capacity using Salesforce Flo...
924 views · Apr 24, 2024 infallibletechie.com
Capacity Type should be set to Interruptible to route cases with Interruptible Capacity using Salesforce Flow. Blog Post: https://www.infallibletechie.com/2024/01/how-to-route-cases-with-interruptible-capacity-using-salesforce-flow.html
Manage separate Capacity for Salesforce Case and Messaging S...
878 views · Apr 30, 2024 infallibletechie.com
If you are having agents working in both Salesforce Case and Messaging Session objects/entities and would like to manage separate Capacity, then Capacity Type Not Interruptible and Interruptible can be used. Not Interruptible Capacity Type uses Primary Capacity configured to the agent. Interruptible Capacity Type uses Interruptible Capacity configured to the agent. Blog Post: https://www.infallibletechie.com/2024/02/manage-separate-capacity-for-salesforce-case-and-messaging-session.html
Open Account record when Case is routed via Salesforce Omni ...
333 views · Sep 19, 2024 infallibletechie.com
We can make use of Add Screen Pop Flow element in the Salesforce Omni-Channel Flow to open the Account record as subtab to the Case record when routed using the Route Work Flow element. Blog Post: https://www.infallibletechie.com/2024/09/open-account-record-when-case-is-routed-via-salesforce-omni-channel-flow.html
Salesforce Omni Channel Flow reasonForNotRouting
997 views · Apr 4, 2025 infallibletechie.com
reasonForNotRouting will be returned only if the Omni-Channel Flow didn't invoke Route Work action. Blog Post: https://www.infallibletechie.com/2025/04/salesforce-omni-channel-flow-reasonfornotrouting.html
Agents are not available Salesforce Messaging for Web
931 views · Apr 17, 2025 infallibletechie.com
Blog Post: https://www.infallibletechie.com/2025/04/agents-are-not-available-salesforce-messaging-for-web.html
Accessing Salesforce Omni Channel from Mobile
16 views · Apr 23, 2025 infallibletechie.com
Service Representatives can access Salesforce Omni-Channel from their Mobiles using Omni Inbox. Blog Post: https://www.infallibletechie.com/2025/04/accessing-salesforce-omni-channel-from-mobile.html
Monitor Salesforce Agentforce Service Agents
396 views · Apr 24, 2025 infallibletechie.com
Salesforce Omni Supervisor tab can be use to track and monitor the Agentforce Service Agents. Blog Post: https://www.infallibletechie.com/2025/04/monitor-salesforce-agentforce-service-agents.html