Successful Implementation of Omni-Channel | Salesforce Guide

In this blog, we are going to discuss Omni-Channel. Let’s discuss some brief introduction of Omni-Channel.

Omni-channel is one of the important parts of the Service cloud. We already know about service clouds. Simply we can say that the service cloud empowers our agents (or customer support users) by providing them with a simple interface & enough set of data to work or resolve customer problems.

Omni-Channel is the service Cloud exhaustive customer service that promotes customer cases (issue/ problem) to the live agent (users) in real-time. You can customize the omnichannel feature in Salesforce without writing any custom code. It routes the Salesforce objects (such as case, lead, etc) using the push model which assigns work from the multiple channels.

Let’s SetUp the Omni-Channel configuration in Salesforce org. Follow the below steps to configure the Omni-channel.

1. Enabling Omni-Channel: Go to SetUp --> Enter Omni-Channel in Quick Find box --> Select Omni-Channel settings. -: Enable Omni-Channel Checkbox and Click the save button.

2. Creation of Service Channel: Go to SetUp --> Enter Omni-Channel in Quick Find box --> Service Channels.

Click New. Enter Service channel name and select Salesforce Object from the dropdown.

Click the Save button.

3. Creation of Presence Statuses: Omni-Channel presence capability enables the agent to receive the right case to the right person when agents are available. Go to SetUp --> Enter Omni-Channel in Quick Find box --> Select Presence Statuses.

When agents log in to Salesforce Omni-Channel, Presence statuses will be available for agents to select.

If you want to create a new Presence Status click the New button.

Click Save.

Don't forget to check out: What Are Setup and Non-Setup Objects in Salesforce

4. Creation of Routing Configurations: Go to SetUp --> Enter Omni-Channel in Quick Find box --> Select Routing Configurations

Click New. Enter Routing Configuration Name, routing priority and, select routing model.

Click Save.

5. Creation of Presence Configurations: Go to SetUp --> Enter Omni-Channel in Quick Find box --> Select Presence Configurations.Click New.

You need to enter the Capacity. This is the capacity that the agent gets assigned. Note that an agent must have a capacity greater than or equal to the size of a queued work item; otherwise, they won’t be routed to any work.

6. Creation of Queue: Go to SetUp --> Enter Queue in Quick Find box --> Select QueuesClick New

In the Queue member section, We can add users/agents to the queue & also you can edit your queue later.

7. Adding Omni-Channel in App: Now, we have to add Omni-channel to your Service cloud app, so that users can log in to Omni-channel and connect with customers.Go to Setup --> Enter App in the Quick Find Box --> Select App Manager --> Find your Service cloud app --> Click edit --> Go to in Utility section --> Click on Add Utility Item --> Find Omni-Channel and add it.

Click Save.

Check out another amazing blog by Shweta here: Introduction of Call Center Computer Telephony Integration | Salesforce Guide

8. Now, We have to create a permission set to provide access to Presence Statuses. Go to Setup --> Enter Profiles --> Select profile of your user/agent --> Select Service Presence Statuses Access.

Click edit.

Add your relevant Service Presence Statuses and Click Save.

9. Go to Setup --> Enter Chat Buttons in Quick Find Box --> Select Chat Buttons & Invitations.

Click New

Enter Basic Information like Type, Name, and Language.

In the Routing Information Section, Select Routing Type as Omni-Channel and Select your Queue and Enter queue-related field details. And click save.

You can also use these Chat buttons in the Einstein bot.