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 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 ....
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:
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 ....
External Routing can be used to integrate third-party routing with Omni-Channel. For example, when we setup Routing Configuration for Service Cloud Voice, the Routing Model will be External Routing since ....
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. Sample Skills-Based Routing Rule: ....
Enhanced Omni-Channel Routing can be enabled or disabled from the Salesforce Omni-Channel Settings. Enhanced Omni-Channel Paused status in the Service Channel settings is available in addition to In-Progress and Complete ....
Exception: Unable to process: invalid ServicePresenceStatus Id Resolution: Please use 15 digit Service Presence Id instead of the 18 digit Id. For example, if you are using setServicePresenceStatus to set ....
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 ....
