HOW TO SET UP OMNI CHANNELS

Omni Channel

Omni-Channel is a tool that sits inside of either the Sales or Service Console that, once enabled and configured, automatically pushes work to your users in real-time. For example, one can configure routing rules to assign cases to agents through Omni-Channel or configure routing rules to assign leads to salespeople.

Omni-Channel currently supports leads, cases, chats, SOS video calls, social posts, orders, and custom objects with the goal to be getting the right work to the right person who has the capacity to help.

Omni channel setting

This is the setting to enable the Omni Chanel in salesforce.

Omni Channel salesforce
Omni Service channel

Service channel

Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of agent productivity―and routes them to your agents in real-time.

Also Read : Salesforce for Real Estate: Possible uses and scenarios

Routing configurations

Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents. To start routing work items to agents, create routing configurations and assign them to queues.

Queus

Queues help your teams manage leads, cases, service contracts, and custom objects. Once records are placed in a queue manually or through an automatic case or lead assignment rule, records remain there until they’re assigned to a user or taken by one of the queue members. Any queue member or users above them in the role hierarchy can take ownership of records in a queue.

Presence statuses

Queues help your teams manage leads, cases, service contracts, and custom objects. Once records are placed in a queue manually or through an automatic case or lead assignment rule, records remain there until they’re assigned to a user or taken by one of the queue members. Any queue member or users above them in the role hierarchy can take ownership of records in a queue.

Profile

Profiles are a group of settings and permissions which define what a user can access in Salesforce.

Presence configuration

Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. Your organization can have multiple configurations for different groups of agents who support different channels.

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