Secondary Routing Priority in Salesforce Omni-Channel
In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work ....
Tag: Salesforce Omni-Channel
Routing Cases using Status-Based Capacity Model in Salesforce
1. Go to Omni-Channel Settings under Setup. 2. Select Enable Omni-Channel and Enable Enable Status-Based Capacity Model. Click Save button. 3. Create a Routing Configuration. 4. Create a new Queue ....
How to route the Work to the specific Agent using Omni-Channel in Salesforce?
Create a Pending Service Routing record with the below fields to route the Work to the specific Agent using Omni-Channel. PreferredUserId:Agent Id(User Id) to route the work. IsPreferredUserRequired:Boolean to define ....
How to avoid routing Closed cases in Salesforce Omni-Channel?
Status-Based Capacity Model in the Service Channel can be used to avoid routing Closed cases in Salesforce Omni-Channel. 1. Go to Omni-Channel Settings. 2. Enable Status-Based Capacity Model. 3. Use ....
Salesforce Chat button showing offline when agents are online
1. Check the below article.https://help.salesforce.com/articleView?id=000316800&language=en_US&type=1&mode=12. Make sure the user is Service Cloud user.3. Make sure the user is Chat User.4. Also, use the Supervisor tab(very handy) to check the Agent's ....
Route Chats via Skills-Based Routing for Omni-Channel in Salesforce
Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing. 1. Enable "Enable Skills-Based Routing". 2. Add Skills in ....