Assigned Work Tab in Salesforce Omni-Supervisor
If records are routed via Queue-Based Routing, transferred by agents to an agent or queue or button, etc, those records will be available in Assigned Work Tab in Salesforce Omni-Supervisor.
How to add screen pop in Salesforce Omni-Channel Flow?
Screen Pop in Salesforce Omni-Channel Flow helps to open additional records when the records are routed via Omni-Channel widget.
How to Troubleshoot Salesforce Service Cloud Voice Omni Channel Login Issue?
Client Log Salesforce Service Cloud Voice Omni-Channel Login Issue | Browser side Logs for Salesforce Service Cloud Voice Omni-Channel Login Issues For more detailed steps, please check the following post: https://www.infallibletechie.com/2022/03/downlo
How to allow agents to decline requests in Salesforce Omni Channel
Admins can enable "Allow Agents to Decline Requests" and "Allow Agents to Choose a Decline Reason" to to allow agents to decline requests in Salesforce Omni-Channel.
Skills Based Routing Chats in Salesforce
Skills-Based Routing configuration for Salesforce Incoming Chats
Queue Based Routing Chats in Salesforce
Queue-Based Routing configuration for Salesforce Incoming Chats
Route Cases directly to an agent in Salesforce Omni-Channel
Omni-Flow can be used to route Cases directly to an agent to Omni-Channel in Salesforce without coding
Custom Messaging Session Transfer in Salesforce
For implementation steps for Custom Messaging Session Transfer in Salesforce and idea link for standard feature, check the following link: https://www.infallibletechie.com/2022/05/custom-messaging-session-transfer-in.html
Add or remove fields in Salesforce Omni-Channel Widgets
To adjust the fields available while accepting the work item in Omni-Channel, update the object's Compact Layout.
How to update the Case Owner to Chat agent when the Chat is accepted using Record Triggered Flow in
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce.
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 dropped from the Omni-Channel routing.
Salesforce Omni-Channel Audio Settings
Starting Summer '22 Release, Omni-Channel notification audio can be customised in the Presence Configuration Audio Settings Sections.
How to give Agents ability to see other Agents status without using Omni Supervisor in Salesforce?
To give Agents ability to see other Agents status without using Omni-Supervisor in Salesforce, report on User Presence entity can be used.
Salesforce Chat Transfer to Skills
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.
Displaying different names for agents in Salesforce Chat
Chat Agent Configurations in Salesforce can be used to display different name for Chat Agent.
How to test Salesforce Embedded Service Chat Code?
Using GitHub, we can easily test the Salesforce Embedded Service Deployment Chat Code Snippet.
Auto pop Salesforce Omni Channel Widget
openUtility() from Utility API can be used to auto-pop Salesforce Omni-Channel Widget. Blog Post: https://www.infallibletechie.com/2022/07/how-to-auto-pop-salesforce-omni-channel-widget.html
Transfer from BOT to a Queue in Salesforce
Using Rule Action, we can transfer Chats from BOT to a Queue in Salesforce. Blog Post: https://www.infallibletechie.com/2022/07/how-to-transfer-from-bot-to-a-queue-in-salesforce.html
Set Omni Channel status to Busy when Chat is accepted in Salesforce
Blog Post: https://www.infallibletechie.com/2022/08/how-to-set-omni-channel-status-to-busy-when-chat-is-accepted-by-the-agents-in-salesforce.html
Find queue availability in Salesforce using Omni Channel Flow
Using "Check Availability for Routing" action, we can check whether agents are available in the queue to accept chats. Blog Post: https://www.infallibletechie.com/2022/08/how-to-find-queue-availability-in-salesforce-omni-channel-flow.html
View/Adjust agents assigned Queues and Skills from Salesforce Omni Supervisor
Using Omni Supervisor, Agents Supervisors can view agents assigned Queues and Skills. Also, they can update the Skills and Queues assignments directly from the Omni-Supervisor panel using Change Queues and Change Skills buttons. Blog post: https://www.in
Offline Agents are unavailable in Salesforce Omni Supervisor
Blog Post: https://www.infallibletechie.com/2022/08/offline-agents-are-unavailable-in-the-agent-summary-of-salesforce-omni-supervisor.html
Salesforce Process Automations when records are assigned via Salesforce Omni Channel
Blog Post: https://www.infallibletechie.com/2022/07/assignment-rules-when-records-are-assigned-via-salesforce-omni-channel.html
Open Salesforce Omni Channel widget on a button click
openUtility() can be used to launch Salesforce Omni-Channel widget on click of a button. Blog Post: https://www.infallibletechie.com/2022/07/how-to-launch-salesforce-omni-channel-widget-on-click-of-a-button.html
Find each agent accepted Salesforce Omni Channel Work Items
Accept Date(AcceptDateTime) on Agent Work is populated when the agent accepts the Work Item(Case, Chat, Messaging Session, etc.) via Omni-Channel Widget. So, we can use this field to to find each agent accepted Salesforce Omni-Channel Work Items per day.