Report on Decline Requests in Salesforce Omni-Channel
Sample Presence Decline Reasons: To report on Agents Decline Reasons, use the following steps. 1. Create a Custom Report Type on Agent Work object. 2. Create a Report using the ....
Tag: Salesforce Omni-Channel
How to allow Agents to Decline Requests in Salesforce Omni-Channel?
Follow the below steps to allow Agents to Decline Requests in Salesforce Omni-Channel. 1. Go to Presence Decline Reasons in Salesforce Setup. 2. Add Presence Decline Reasons. 3. Go to ....
Assigned Work in Salesforce Omni-Supervisor does not capture or display any information
"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 ....
How to set Omni-Channel Status from Button using Lightning Component in Salesforce?
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" ....
How to route Cases using Status field using Omni Flow in Salesforce?
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 ....
“Download agent debug information” Salesforce Service Cloud Voice
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 ....
Salesforce Omni-Channel Agent Presence Status Real Time Report
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 ....
Salesforce Omni-Channel Agent Presence Status Report
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 ....
How to find Users status changes in Salesforce Omni-Channel?
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 ....
How to use Einstein Bot for WhatsApp Messages in Salesforce?
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 ....