"Assigned Work" tab is used to display the work items that are making their way through your queues.Reference Article:https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_work_tab.htm&type=5 If skills-based routing rules on a routing configuration is enabled, and ....
omniToolkitAPI can be used to set Omni-Channel Status from Button using Lightning Aura Component in Salesforce. Sample Code: Aura component: <aura:component implements="flexipage:availableForAllPageTypes" access="global" > <lightning:omniToolkitAPI aura:id="omniToolkitId" /> <lightning:card> <lightning:button label="All Channels" ....
1. Create required Queues and add users to it. 2. Create an Omni-Channel Flow. 3. Create a Record-Triggered Flow. Call the Omni Flow using Sub Flow component. When the Case ....
Messages will be downloaded as a text file when "Download agent debug information" is used. 1. Click the Settings icon. 2. Click the "Download Agent Debug ....
To find current agents who are Available and and On Break in Salesforce Omni-Channel, use the following steps: 1. Create a Report as shared in the following link:https://www.infallibletechie.com/2022/03/salesforce-omni-channel-agent-presence.html2. Set End Date ....
Report on User Presence entity can be used to track the History of Omni-Channel Status by users/agents in Salesforce. Report on User Presence entity can be used to track Salesforce ....
SOQL on UserServicePresence can be used to track user status changes in Salesforce Omni-channel. Sample SOQL: SELECT Id, Name, User.Name, ServicePresenceStatus.DeveloperName, StatusStartDate, StatusEndDate FROM UserServicePresence WHERE StatusStartDate = LAST_N_DAYS:15 ORDER BY ....
For setting up WhatsApp Channel with all the required configuration, use the following link https://www.infallibletechie.com/2021/03/how-to-route-whatsapp-messages-to.html 1. Go to Bot Overview and add the WhatsApp Channel in Connection. 2. Setup the ....
1. Open the following link to install the package.https://login.salesforce.com/packaging/installPackage.apexp?p0=04t3k000001mQ7bNote:For sandbox, use "test" instead of "login". 2. Select "Install for Admins Only" while installing. 3. Add "NotificationsHandler" to the App. 4. ....
1. Create a Public Group. 2. Assign Users to the Public Group. 3. Go to Supervisor Configurations under Setup. 4. Click New. 5. Enter the Details. 6. Select the Supervisor Profiles. ....