Omni-Channel

Abhilash KuntarSalesforce Tech Lead, Co-organizer, Bengaluru DG7+ years experienced, 7x

Certified@goabhigo

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Agenda

▪ Introduction▪ Enabling and Setting up– Create Omni-channel objects– Set Routing Configuration– Set access to Presence Statuses– Add the Omni-channel widget to Salesforce Console

▪ Omni-channel Supervisor Beta!

▪ Considerations▪ Future▪ Q & A

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Omni-channel Routing

Automatically route any object that can be put into a Salesforce queue directly to agents.▪ Key features include the ability to:– Create work items from records (leads, cases, chats,

sos calls), using Service Channels.– Route work items to available, qualified agents based

on priority and availability.– Define a routing configuration to account for

prioritization and agent capacity. Associate it with existing Queues.

– Allow agents to define their availability with Presence statuses.

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Setup Omni-channel

▪ BEFORE enabling omni-channel, ensure you have..– Access to Salesforce Console– Created a console App– Some Queues created– Case/Lead Assignment Rules defined.

▪ Enable Omni-channel– Its free, no need to raise case to Salesforce to enable.

Enable Omni-channel

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Setup Omni-channel

▪ Create Service Channels – turns objects to work items– One Service Channel per object

▪ Create Routing Configuration – defines how work items are routed– Overflow Assignee New!– Routing Priority– Routing Model – Most Available, Least Active– Work Item Size – Units of Capacity, Percentage of

Capacity– Connect the Queue to Routing Configuration

Service Channel & Routing Configuration

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Setup Omni-channel

▪ Create Presence Configurations – define how much work agents can take on and what Omni-Channel behaviours they can access– Capacity– Automatically accept requests– More settings on Decline Requests

▪ Create Presence Statuses – to indicate if the agent is available or not available to receive incoming work– Status Options – Online, Busy– Service Channels– Assign to users through Permission Sets or Profile.

Presence Configuration & Presence Status

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Add Omni-channel widget to Salesforce Console

In the desired Console App, add the widget under ‘Choose Console Components’ section.

Test it and rock n roll!

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Omni-channel Supervisor Beta!

▪ Real-time information about your Omni-Channel agents, queues, and work are streamed live into the panel

▪ Filter, sort, drill down to see details – all without leaving console.

▪ Enable the tab – change the visibility to ‘Default On’▪ Add the tab to Console app.

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Hands-on

▪ DE▪ Service User▪ Console app▪ Enable Omni-channel and other settings▪ Add to the Console App (under ‘Choose Console Components’

section)▪ Permission Set▪ Test

– Go to Console app– Login to Omni-Channel – make yourself Available– Create a case and assign it to a queue which you are a member of– See if the Case gets assigned to you automatically.

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Considerations

▪ Cannot deploy!▪ Different Presence Status will not

route to different Queues within the same object

▪ Works with Salesforce Console only▪ Doesn’t work with CTI▪ Capacity - Close tab NOT close Case ▪ Capacity – Calculated for Cases

assigned through Omni-Channel, not manual

▪ Automate more using Omni-channel SOAP API

▪ When using Omni-channel for Chat– Can’t use direct-to-agent routing– Can’t use chat conferencing – Can’t use supervisor whisper

messages and assistance flags

▪ Check Ideas (& vote).

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Future

▪ More powers to Omni-channel for Chats

▪ Route phone cases (CTI )▪ SOS▪ Snap-ins▪ Less (or no) coding for

Lead/Case/Custom object assignment logic.

…is..

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Thank youAny questions?

You can find me at @goabhigo & goabhigo@gmail.com