Salesforce Omni-Channel External Routing
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 ....
Tag: Salesforce Omni-Channel
Salesforce Omni-Channel Skill Priority
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: ....
Difference between Enhanced and Standard Omni-Channel in Salesforce
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 ....
Unable to process: invalid ServicePresenceStatus Id Salesforce Exception
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 ....
How to execute Salesforce Skills-Based Routing Rules after record creation?
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 ....
How to use Omni-Channel Flow for routing Salesforce Voice Calls?
1. Create an Omni-Channel Flow. 2. Use InvokeTelephonyIntegrationApiFunction lambda from the Contact Flow. The lambda function after executing Omni-Channel Flow will return Agent ARN if the Omni-Channel Flow Routed to an ....
How to change Omni-Channel audio for Salesforce Service Cloud Voice?
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. Create a Salesforce Static ....
Debug Logs for Salesforce Email-to-Case Omni-Channel Flow
Flow related Profile permissions are required for the "Automated Case User" to run or execute the Omni-Flow for Email-to-Case. So, please assign the "Run Flows" or "Manage Flows" permission to ....
How to update Case when the Owner is updated via Salesforce Omni-Channel?
Record-Triggered Flow on AgentWork entity can be used to update Case when the Owner is updated via Salesforce Omni-Channel. Sample Flow: Start Element Configuration: Assignment Element configuration: Update Records Element ....
Manage separate Capacity for Salesforce Chat and Case Service Channels
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 ....