Service Representatives can access Salesforce Omni-Channel from their Mobiles using Omni Inbox. Omni Inbox can be accessed using the Salesforce Mobile App. Configurations: 1. Make sure Enhanced Omni-Channel is enabled ....
reasonForNotRouting will be returned only if the Omni-Channel Flow didn't invoke Route Work action. Message set to the reasonForNotRouting variable in the Omni-Channel flow will be shown on the Messaging ....
lightning:omniChannelLogout can be listened in the Salesforce Lighting Aura Component to listen to the Salesforce Omni-Channel logouts. Sample Lightning Aura Component: Component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkit" /> <aura:handler ....
We can make use of lightning:omniChannelStatusChanged event to listen Salesforce Omni-Channel Presence Status changes by the agents. lightning:omniChannelStatusChanged event will be fired when the agents sets or changes their Status ....
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 ....
Please check the following for the Salesforce Omni-Channel Capabilities/Possibilities. We can use Omni-Channel to route Work Items(Cases, Leads, Custom Objects, Voice Calls, SMS Messages, WhatsApp Messages, Facebook Messages, Apple Business ....
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 ....
AgentWorkSkill(Agent Work Skill) object/entity in Salesforce Omni-Channel represents skills used to route a work item to an agent. This object/entity is mainly used for reporting purpose. It contains the dropped ....
Capacity Type should be set to Interruptible to route cases with Interruptible Capacity using Salesforce Flow. Routing Configuration: Case Record-Triggered Flow: Case Route Work: Output: https://youtu.be/0FnhLM1fnx8
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 ....