How to set up omni channel in salesforce


How do I use Omni-Channel in Salesforce?

Salesforce Omni-ChannelIntroduction.Steps to set up the Omni-channel to console:Step 1: We have to enable the Omni-Channel features by navigating to Build section.Customize > Omni-Channel > Settings.Step 2: Create a Service Channel by navigating to Customize > Omni Channel > Service Channels > New.More items…

How do I set up Omni-Channel routing in Salesforce?

To enable Omni-Channel navigate to the Setup menu in Salesforce. Type in “Omni” in the quick find bar in the upper left, and then click Omni-Channel Settings. Click to check the Enable Omni-Channel checkbox and click Save. Note: You have the option to use queue-based or skill-based routing.

How do I add Omni-Channel to Salesforce lightning?

From Setup in Lightning Experience, enter App in the Quick Find box, then select App Manager. Click the dropdown next to the console app that you want to add Omni-Channel to, then click Edit. Under Utility Bar, click Add. Click Omni-Channel.

How do I add Omni-Channel to Salesforce app?

From Setup, enter Apps in the Quick Find box, then select Apps. Click Edit next to the classic console app that you want to add the Omni-Channel widget to. In the Choose Console Components section, add Omni-Channel to your list of selected items. Click Save.

What is Salesforce Omni-Channel?

Salesforce Omni-Channel is a Service Cloud feature (brush up on the differences between Sales and Service Cloud with our guide). As the name implies, Omni-Channel is “all channels” in that it allows your customer service agents to handle customer concerns via any and all channels with one consistent experience.

What is the first step required to configure Omni-Channel?

Required User Permissions Create a queue and routing configuration, select your support agents, and add Omni-Channel to the utility bar in your default Lightning Service Console app. Enable Omni-Channel to gain access to the objects that you’ll use to set up the feature in your organization.

How do I assign a user to Omni-Channel in Salesforce?

To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles. You can also add Omni-Channel to any console app.

How do I add Omni-Channel status?

These statuses populate the menus in the Omni-Channel Sync Settings section of the Client Settings….Salesforce Omni-ChannelClick New.Add a name for the status, for example, Busy.Select Busy under Status Options.Select a channel to assign to your status and move the status to Selected Channels.Click Save.

Is Omni-Channel available in Sales Cloud?

Yes, you can use Omni Channel for Sales cloud for Leads, Order, Custom Objects, But not for Opportunities. Supported Objects, Though you can work around using a shadow custom object. Each sales cloud user also needs to have a service cloud license.

How do I test Omni-Channel in Salesforce lightning?

Log in to the console where you added Omni-Channel. Make sure that you log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed into Omni-Channel. Open Omni-Channel and change your status so that you can receive incoming work items.

Is Omni-Channel available in Salesforce Classic?

Omni-Channel integrates seamlessly into the console in both Salesforce Classic and Lightning Experience.

What is PSR in Salesforce?

PSR (PendingServiceRouting) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed.

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