How to Route Cases by Status Using Salesforce Omni-Channel Flows: A Step-by-Step Guide In the modern Service Cloud landscape, the legacy "Routing Configuration" is taking a backseat to the more ....
Messages will be downloaded as a text file when "Download agent debug information" is used. 1. Click the Settings icon. 2. Click the "Download Agent Debug ....
To find current agents who are Available and and On Break in Salesforce Omni-Channel, use the following steps: 1. Create a Report as shared in the following link:https://www.infallibletechie.com/2022/03/salesforce-omni-channel-agent-presence.html2. Set End Date ....
Report on User Presence entity can be used to track the History of Omni-Channel Status by users/agents in Salesforce. Report on User Presence entity can be used to track Salesforce ....
SOQL on UserServicePresence can be used to track user status changes in Salesforce Omni-channel. Sample SOQL: SELECT Id, Name, User.Name, ServicePresenceStatus.DeveloperName, StatusStartDate, StatusEndDate FROM UserServicePresence WHERE StatusStartDate = LAST_N_DAYS:15 ORDER BY ....
For setting up WhatsApp Channel with all the required configuration, use the following link https://www.infallibletechie.com/2021/03/how-to-route-whatsapp-messages-to.html 1. Go to Bot Overview and add the WhatsApp Channel in Connection. 2. Setup the ....
1. Open the following link to install the package.https://login.salesforce.com/packaging/installPackage.apexp?p0=04t3k000001mQ7bNote:For sandbox, use "test" instead of "login". 2. Select "Install for Admins Only" while installing. 3. Add "NotificationsHandler" to the App. 4. ....
1. Create a Public Group. 2. Assign Users to the Public Group. 3. Go to Supervisor Configurations under Setup. 4. Click New. 5. Enter the Details. 6. Select the Supervisor Profiles. ....
Overflow Assignee in the Routing Configuration help us to set an user or queue so that Omni-Channel routes the items to it when your org reaches Omni-Channel limits. We can ....
Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing is used to set the time(seconds) to elapse before additional skills are ....