Group Chat/Conference Chat in Salesforce Lightning
1. Create a Chat Agent Configuration. Make sure Chat Conference Enabled is checked and Users or Profiles are added(I have added System Administrator Profile).2. When you are in a Chat. ....
Tag: Salesforce Omni-Channel
Routing Model in Salesforce Omni-Channel Routing
In the routing model, you choose whether to push work to agents who are Least Active or Most Available. Least Active: If you select Least Active, then Omni-Channel routes incoming ....
How to route WhatsApp Messages to Salesforce Omni-Channel using queue based routing?
WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer's concern. Note: 1. ....
Clear/Remove/Clean Pending Service Routing records in Salesforce
Check the below options to Clear/Remove/Clean PSR(Pending Service Routing or PendingServiceRouting) records in Salesforce. Option 1: Remove the Routing Configuration from the queue. This will delete all the Pending Service ....
Omni-Channel limits in Salesforce
To quickly check the limits in the org, go to Limits under Omni-Channel Setup. Whenever a record is routed through Omni-Channel, Pending Service Routing record is created. Current Pending Service ....
Secondary Routing Priority in Salesforce Omni-Channel
Salesforce Queues typically route work based on a First-In, First-Out (FIFO) principle, prioritizing items that have been waiting the longest. However, more urgent work may enter the queue while other ....
Routing Cases using Status-Based Capacity Model in Salesforce
1. Go to Omni-Channel Settings under Setup. 2. Select Enable Omni-Channel and Enable Enable Status-Based Capacity Model. Click Save button. 3. Create a Routing Configuration. 4. Create a new Queue ....
How to route the Work to the specific Agent using Omni-Channel in Salesforce?
Create a Pending Service Routing record with the below fields to route the Work to the specific Agent using Omni-Channel. PreferredUserId:Agent Id(User Id) to route the work. IsPreferredUserRequired:Boolean to define ....
How to avoid routing Closed cases in Salesforce Omni-Channel?
Status-Based Capacity Model in the Service Channel can be used to avoid routing Closed cases in Salesforce Omni-Channel. 1. Go to Omni-Channel Settings. 2. Enable Status-Based Capacity Model. 3. Use ....
Salesforce Chat button showing offline when agents are online
1. Check the below article.https://help.salesforce.com/articleView?id=000316800&language=en_US&type=1&mode=12. Make sure the user is Service Cloud user.3. Make sure the user is Chat User.4. Also, use the Supervisor tab(very handy) to check the Agent's ....