Salesforce Omni-Channel is a feature within the Salesforce platform designed to streamline and optimize customer service operations by intelligently routing work items to the most appropriate agents based on various criteria such as skills, availability, and priority.
Omni-Channel integrates with various communication channels, allowing businesses to manage customer interactions from different sources within a unified platform. This includes traditional channels like phone and email, as well as newer channels such as live chat and social media.
Managers and supervisors have real-time visibility into agent workloads, queue statuses, and overall performance metrics. This allows them to monitor operations effectively and make necessary adjustments to optimize productivity and customer satisfaction.
Here’s a general overview of the setup process:
1. Enable Omni-Channel: In the Setup menu, search for Omni-Channel, and select Omni-Channel Settings. On the Omni-Channel Settings page, check the checkbox next to “Enable Omni-Channel” and Save.
2. Define Service Channels: Create Service Channels in Salesforce allow you to convert various Salesforce objects, like cases and leads into work records. These work records represent tasks or interactions that need to be handled by agents or teams.
Navigate to Setup -> Search and Select Service Channels -> Click New
3. Add Presence Statuses: Define the presence statuses that agents can use to indicate their availability. These statuses typically include options like Available, Busy, Away, or OnCall.
There are two status options, Online and Busy. “Online” status allows agents to receive new work items, while “busy” makes agents appear away and they may not receive work items.
Navigate to Setup -> Search and Select Presence Statuses -> Click New -> Fill Name, select the Service Channel created in the Step 2 and Save.
Repeat the same step to create multiple Presence Statuses.
And also grant users access to presence statuses using permission sets or profiles. Navigate to the Agent Profile -> Service Presence Statuses -> Edit -> Select Presence Statuses -> Save
4. Configure Presence Decline Reasons (Optional): It allows agents to provide reasons for declining incoming work items when they are unavailable to accept them. It is optional but can provide valuable insights into why agents are unable to accept work items.
Navigate to Setup -> Search and Select Presence Decline Reasons -> Click New.
Repeat the same step to add multiple Decline Reasons.
5. Set Up Presence Configurations: It plays a crucial role in determining how much work agents can handle and the behavior of Omni-Channel while they assist customers. Each configuration allows you to define how work requests are handled, including whether agents can decline work items and the reasons they can do so. Additionally, you can specify Omni-Channel statuses assigned to agents if they miss or decline a work item.
Navigate to Setup -> Search and Select Presence Configurations -> Click New -> Fill Name, Capacity, Decline Reasons and Agent Profile etc.
6. Create Routing Configurations: Routing configurations determine how work items are routed to agents. It 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.
Navigate to Setup -> Search and Select Routing Configurations -> Click New
7. Create Queue: Create queues with Routing Configuartion and add the queue memebers.
Navigate to Setup -> Search and Select Queues -> Click New
8. Add Omni-Channel widget to the console.
Navigate to Setup -> Search and Select App Manager -> Edit Console App -> Utility Items (Desktop) -> Add Utility Item -> Search Omni Channel -> Save.
9. Create Record Triggered Flow: Create flow on Case object to assign the Case records to the Queue as follows
10. Login to Salesforce as an Agent and keep Omni-Channel status available.
11. Create a Case with Subject and Description. You get a notification in the Omni-Channel widget.
You can go ahead accept/decline the case by selecting the Decline Reason.
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