Open Account record when Case is routed via Salesforce Omni-Channel Flow
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 ....
Tag: Salesforce Omni-Channel
Salesforce Omni-Channel Capabilities
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 ....
Manage separate Capacity for Salesforce Case and Messaging Session
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 ....
Salesforce Omni-Channel AgentWorkSkill
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 ....
How to route cases with Interruptible Capacity using Salesforce Flow?
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
Manage separate Capacity for Salesforce High and Low Priority Cases
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 ....
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 ....
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 ....