Omnichannel | Omnichannel Queues | Salesforce Service Cloud Omnichannel
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Күн бұрынOmnichannel | Omnichannel Queues | Omnichannel in salesforce with examples
In this video we will go through:
1. Problem without Omnichannel
2. What is Omnichannel and use of Omnichannel?
3. Types of Routing in Omni Channel.
4. Configure Omni-Channel.
5. Least Active vs Most available in Omnichannel.
6.Interruption(Primary) in Omni Channel.
7. Secondary Priority in Omnichannel.
8. Tab vs Status Based Capacity in Omnichannel.
9. Omni Supervisor in Omni-Channel.
10. Automatic accept,Decline & decline reason in Omnichannel.
Chapters
0:00:00 Intro & problems without Omni Channel
0:04:18 Omni Channel Routing Types
0:06:59 Setup(Configure) Omni-Channel
0:12:40 Least Active and Most Available in Omnichannel Queue based routing
0:26:35 Interruption in Omni Channel Queue based routing.
0:41:39 Secondary Priority in Omni Channel Queue Based Routing.
0:51:08 Status Based Capacity in Omni-Channel Queue Based Routing.
01:03:28 Omni Supervisor
01:11:34 Automatic accept,Decline & decline reason in Omnichannel Queue Based Routing.
01:18:06 Multiple Presence Configuration in Omnichannel Queue based routing.
Community Cloud/ Experience Cloud Introduction:
• Community Cloud | Expe...
Community Cloud/Experience Cloud Components:
• Community Cloud | Expe...
Community Cloud/ Experience Cloud Builder:
• Real Scenario : Salesf...
PPT URL :
docs.google.com/presentation/...
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@purnadurgaraovejju2689 5 ай бұрын
Great work, Please keep going.
@shubhamshrivas1234 6 ай бұрын
Informative video.
@sz9575 4 ай бұрын
Very informative and the way u explained all the cases is very good .Thank you and please make more such content .
@sanmeetkaur5933 6 ай бұрын
Great info. 👍
@spotlight5541 6 ай бұрын
Nice video loved it
@anujgoel4723 6 ай бұрын
Explanation in a very simple manner. Thankyou sir, we need more videos like this.
@priyankasharma4536 7 ай бұрын
I really like this video. Explained with real scenarios in details for Omnichannel Queue based routing
@TarabShaikh-ij2dt 2 ай бұрын
Outstanding explanation, best video on omni-channel till date. Please also upload detailed videos for Skill based routing,Omni-Channel Flow, Einstein Bots and Messaging for In-App & Web. Thanks in advance!
@salesforcedream 2 ай бұрын
For Messaging In-App and Web ,one video is already uploaded and 2nd video is coming soon. kzfaq.info/get/bejne/gNFkg9xevtneYpc.html
@TarabShaikh-ij2dt 2 ай бұрын
@@salesforcedream Please upload soon.
@thoshibaraghavendra6676 6 ай бұрын
Video is very informative and queue based routing with different scenarios is explained well
@jpsharma3230 7 ай бұрын
I like this video as in one video he explained A-Z of OmniChannel Queue based routing. I didn't find any video that explained these many information with real scenarios.
@jitendralenka9378 6 ай бұрын
nicely explain , very informative . please keep posting . thanks
@prachibhagat8387 6 ай бұрын
Really nice vedio, very informative and explain very well with real scenarios.
@amankhare9358 6 ай бұрын
Such an INFORMATIVE VIDEO.
@Karma_Quest 6 ай бұрын
Nice video plz share more like this
@vamg3521 6 ай бұрын
Very informative video
@awesomekj5812 25 күн бұрын
Man loving your videos and various scenarios ...are you going to cover other parts of salesforce as well ? e.g omnistudio ?
@salesforcedream 25 күн бұрын
Mainly I create videos on service Cloud and experience cloud
@awesomekj5812 25 күн бұрын
@@salesforcedream Will you be doing Field service videos too ?
@shivanik6497 13 күн бұрын
Hi, Thanks for amazing videos, i am facing one issue in my project. So few agents are getting high workload while others are free. What things I need to change in my routing configuration? Queue based routing is used. Maximum capacity is 14 and Unit capacity is 4 and routing model is Most available. Do ai need to change it to leadt active? Please suggest.
@salesforcedream 13 күн бұрын
@@shivanik6497 Yes, you have to change to least active means, person who has less work then Omni Channel will assign to that person. Please check presence configure is same for all agents
@shivanik6497 13 күн бұрын
In presence configuration Capacity is 14. That means it is for all the users in that queue correct? How can we configure if we want to give different capacities to different users? Is there any way?
@salesforcedream 13 күн бұрын
@@shivanik6497 Yes but by default one presence configuration is provided by Salesforce but sometimes people create their own presence configuration,if you are using default then you are right all agents have capacity to 14
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