Salesforce Omni Channel- Queue Based Routing

Рет қаралды 12,505

4 жыл бұрын

#sfdconestop This video talk about what is Omni Channel, purpose of using this omni channel and how to configure Omni Channel and a live demo.

Пікірлер: 37

@sharath592 3 жыл бұрын

Excellent video on OMNI Channel understood much quicker than studying on trailhead

@sfdconestop 3 жыл бұрын

Thank you so much Sharath for such wonderful feedback, I am glad that our videos are helping and able to understand it well, Thanks!

@gsks_ 3 жыл бұрын

Thanks for making this video. I was searching for a long time but could not find the right channel for my self-learning of SFSC. Luckily I found your channel today.

@sfdconestop 3 жыл бұрын

Great to hear that our channel is helping you. Please do like/share as needed.

@pedroprada1 4 жыл бұрын

Your explanations are amazing... thank you!

@sfdconestop 4 жыл бұрын

Thanks Pedro Prada, Glad that you like our videos :)

@lakshmiparvathi7111 4 жыл бұрын

Thanks for such a great video on Omnichannel and very good explanation with examples

@sfdconestop 4 жыл бұрын

Thanks for the feedback..

@NMOSAM 4 жыл бұрын

Very nice demo and explanation

@sfdconestop 4 жыл бұрын

Glad you liked it, Thank you

@sfdconestop 2 жыл бұрын

Please do continue to like, share and subscribe sfdconestop KZfaq channel, if you find the Salesforce tutorials(75+ Video's) to be informative!! 🔔✅ Subscribe: kzfaq.info

@sameerrath_encoder 3 жыл бұрын

@Namratha Thanks for the detailed explanation. Keep rocking :)

@sfdconestop 3 жыл бұрын

My pleasure Sameer😊 Please do like,share and subscribe if you like to be notified of new videos.

@kumara5492 4 жыл бұрын

Excellent work

@sfdconestop 4 жыл бұрын

Thanks, Please do subscribe to our channel "sfdconestop" if you haven't already.

@martin_mum 4 жыл бұрын

Thanks for your presentation. It is very useful. Please make a video with skill based too and also, please introduce your name and title.

@sfdconestop 4 жыл бұрын

Sure, will plan to make video related to Skill based and Sure taken your feedback :) Thank you so much..

@sfdconestop 4 жыл бұрын

My name is Namratha Kadiyala and our blog name is sfdconestop.blogspot.com -->sfdconestop.blogspot.com

@RatneshKumar-td1qd 3 жыл бұрын

A good video ...

@sfdconestop 3 жыл бұрын

Glad you enjoyed it

@ShareThoughts 3 жыл бұрын

Helpful

@sfdconestop 3 жыл бұрын

Glad to hear that, please subscribe our channel for many more videos on your way

@wesoeric 3 жыл бұрын

Awesome videos. I have a scenario like this. I have 2 different type of queues like yours, HIGH and LOW but to the same agent. If base on the priority setup HIGH = 1, LOW = 2, whenever theres HIGH cases coming in, it will distribute first, although there's tons of LOW cases that sitting there. Means the HIGH cases can cut the queue from LOW cases as they are higher priority, can i conclude it that way? Another question, in the presence configuration, is i set 10 capacity for both HIGH and LOW, means the same agent will have total of 20 capacity, can I conclude it that way? Last question, if question two is a yes, then if HIGH capacity 10 is fully used, and LOW capacity just utilized 2, while there are still cases in the HIGH and LOW queue. Will omni channel wait to ditribute the HIGH cases or it will start distribute LOW cases?

@sfdconestop 3 жыл бұрын

Hi Eric, Thanks for the feedback. To answer your question: Presence configuration: This defines how much work agents can take upon Routing Configurations: This defines how the work items are routed to agents, based on most available and least active So this means, we need to check all the configuration settings related to omnichannel and based on that the distribution happens.

@fernandofernandez5354 4 жыл бұрын

Nice video, Could you make an explanation with external routing?

@fernandofernandez5354 4 жыл бұрын

like Genesys or something similar?

@sfdconestop 4 жыл бұрын

Thanks for the feedback, appreciate it, sure will plan external routing

@anithas15 3 жыл бұрын

Hi, in your video you are manually setting the queue for the case. How can we automatically assign to a queue based on pre chat form data? For example, I have state code in the pre -chat form but I am not sure how I can route the chat to the correct queue based on the state. Any thoughts?

@sfdconestop 3 жыл бұрын

Have you tried customization for the same?