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. ....
Overflow Assignee in the Routing Configuration help us to set an user or queue so that Omni-Channel routes the items to it when your org reaches Omni-Channel limits. We can ....
Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing Drop Additional Skills Time-Out (seconds) in Salesforce Skill-Based Routing is used to set the time(seconds) to elapse before additional skills are ....
1. Agents by Queue TabThe Agents by Queue tab provides information about how well your queues are covered. Every queue that has at least one agent that's Online or Away ....
1. Create a Chat Agent Configuration. Make sure Chat Conference Enabled is checked and Users or Profiles are added(I have added System Administrator Profile).2. When you are in a Chat. ....
In the routing model, you choose whether to push work to agents who are Least Active or Most Available. Least Active: If you select Least Active, then Omni-Channel routes incoming ....
WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer's concern. Note: 1. ....
Check the below options to Clear/Remove/Clean PSR(Pending Service Routing or PendingServiceRouting) records in Salesforce. Option 1: Remove the Routing Configuration from the queue. This will delete all the Pending Service ....
To quickly check the limits in the org, go to Limits under Omni-Channel Setup. Whenever a record is routed through Omni-Channel, Pending Service Routing record is created. Current Pending Service ....