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 ....
Follow the below steps for Salesforce Chat Browser Notification. 1. Allow Notifications for your Browser in your OS Settings. If you are using Windows, then go to Notifications and select ....