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.
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 check or iterate Pre Chat information in Salesforce Omni Flow
We can easily check Pre Chat information using Omni-Flow to route the records based on the values entered by the visitors.
Idle Connection Duration in Salesforce Chat Deployment
If the Chat connection is idle or disconnected, the Chat will be ended in 40 seconds. To increase this idle connection time out, use Idle Connection Warning Duration and Idle Connection Timeout Duration. Idle Connection Warning Duration 40 seconds plus
Avoid opening records opened in previous session in Salesforce Console App
"Clear workspace tabs for each new console session" will help to avoid opening records opened in previous session in Salesforce Console App. Please check the following steps to enable it.
Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce
It is important to understand Units of Capacity in Routing Configurations and Capacity in Presence Configurations Salesforce while setting up Omni-Channel.
Number of Chats completed every day and hour in Salesforce using report
For formula reference and additional information, please check this https://www.infallibletechie.com/2022/04/how-to-find-number-of-chats-completed.html.
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 Setup Sneak Peek in Salesforce Chat
Sneak Peek feature in Salesforce Chat allows agents to view what the visitors are typing.
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.
Route Cases using Status field using Omni Flow in Salesforce
Queue and a simple Omni-Flow can be used to Route Cases using Status field.
Use different ringtone or sound for Incoming Chat Messages in Salesforce
https://www.infallibletechie.com/2022/02/how-to-setup-browser-notification-and.html
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.
Create Case when agents are Offline in Salesforce Embedded Chat
"Offline support" feature in the Embedded Service Deployment can be used to log case when the agents are not available. The "Offline support" feature will display Case Form when the agents are offline.
Route chats to a different team if the current team is full of capacity in Salesforce
Fallback Routing can be used to route chats to a different team if the current is full of capacity 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.
How to find pre chat info that was passed when the Chat was initiated in Salesforce?
Salesforce Pre-Chat info will be stored in ConversationContextEntry entity when the chat is initiated. So, we can query the ConversationContextEntry entity. To initiate Salesforce Chat via REST API, please check the following link: https://www.infallible
Salesforce Chat Transfer to Skills
Salesforce Chats routed via Omni-Channel can be transferred to a Skill or to multiple Skills.