In Salesforce Skill Priority, the Higher priority-value skills are dropped first. Next, the Lower priority-value skills, for example 0 Priority Level value Skills are dropped last. Sample Skills-Based Routing Rule: ....
Enhanced Omni-Channel Routing can be enabled or disabled from the Salesforce Omni-Channel Settings. Enhanced Omni-Channel Paused status in the Service Channel settings is available in addition to In-Progress and Complete ....
Exception: Unable to process: invalid ServicePresenceStatus Id Resolution: Please use 15 digit Service Presence Id instead of the 18 digit Id. For example, if you are using setServicePresenceStatus to set ....
Salesforce Record-Triggered Flow can be used execute Skills-Based Routing Rules after record creation. In the Salesforce Record-Triggered Flow, make use of Route Work action to call or invoke Salesforce Skills-Based Routing Rules ....
1. Create an Omni-Channel Flow. 2. Use InvokeTelephonyIntegrationApiFunction lambda from the Contact Flow. The lambda function after executing Omni-Channel Flow will return Agent ARN if the Omni-Channel Flow Routed to an ....
Custom Audio file can be stored in Static Resource and configured in Phone Service Channel or Presence Configuration to change Omni-Channel audio for Salesforce Service Cloud Voice. Create a Salesforce Static ....
Flow related Profile permissions are required for the "Automated Case User" to run or execute the Omni-Flow for Email-to-Case. So, please assign the "Run Flows" or "Manage Flows" permission to ....
Record-Triggered Flow on AgentWork entity can be used to update Case when the Owner is updated via Salesforce Omni-Channel. Sample Flow: Start Element Configuration: Assignment Element configuration: Update Records Element ....
Pilot feature Interrupt Long-Running Work to Handle Time-Sensitive Work can be used to manage separate Capacity for Salesforce Chat and Case Service Channels. Reference Article: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_capacity_pools.htm&release=242&type=5 Check the following configurations ....
We won't be able to choose or select Queues in the Salesforce Omni-Channel Flow 1. If the Queue is not configured to a Routing Configuration. 2. If the Queue's Routing Configuration ....