Queue based routing is pretty straightforward and Salesforce even has a handy setup flow to help kickstart the process. In Service Setup, go to the Omni-Channel Setup Flow. In the setup flow, create a queue and assign agents to that queue.
- From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.
- Select Enable Omni-Channel.
- Click Save.
- From the App Launcher ( ...
- Click the gear icon in the upper right corner ( ).
- Click Service Setup.
- In Recommended Setup, click View All.
How do I access the omni-channel object?
To access this object, Omni-Channel must be enabled. As of Spring ’20 and later, only authenticated internal and external users can access this object. The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from this service channel.
What version of the spring API is the omni-channel object available?
This object is available in API version 32.0 and later. To access this object, Omni-Channel must be enabled. As of Spring ’20 and later, only authenticated internal and external users can access this object.
How do I handle large sets of data in Salesforce?
When creating large sets of data, always specify a unique DeveloperName for each record. If no DeveloperName is specified, performance slows down while Salesforce generates one for each record.
How do I assign a queue to an agent in Salesforce?
In Setup, enter Queues in the Quick Find box, then select Queues. Create a queue or edit an existing one. Note Queue names can't contain commas. In the Routing Configuration field, look up the routing configuration that you want to associate with the queue.
How does Omni-Channel queue based routing work?
Omni-Channel routes work items by the priority of the queue that they're assigned to, so the most important work items are pushed to agents first. Next, items are routed based on how long they've been sitting in the queue. The oldest work items are pushed to agents before more recent ones.
How do I set up Omni-Channel 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 queues work in Salesforce?
Salesforce Queues are a collection of records that doesn't have any owner. Users who have access to the queue can examine every record that is in it and claim ownership of the one's they want. Queues in Salesforce help to prioritize, distribute, and assign records to teams who share workloads.
How does Omni-Channel work in Salesforce?
Omni-Channel is a tool that sits inside of either the Sales or Service Console that, once enabled and configured, automatically pushes work to your users in real time. For example, one can configure routing rules to assign cases to agents through Omni-Channel or configure routing rules to assign leads to sales people.
What is chat queue based routing Salesforce?
Routing options in Chat enable you to specify how incoming chat requests are directed to agents. To use Chat in Lightning Experience, you must route chats with Omni-Channel. New chat buttons must use Omni-Channel routing—legacy Live Agent routing is no longer available.
How do I add a user to Omni-Channel?
Assign roles to usersSelect Settings > Advanced Settings on the command bar. ... Select Settings > Security > Users.Select the users from the list for whom you want to assign a security role.Select Manage Roles in the menu.More items...•
How do you 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.
How do I create a lead queue in Salesforce?
To create a lead queue:From Setup, click Users - Queues.Click New.Enter the Label and Queue Name. ... Choose email notification settings for the queue.If your organization uses divisions, select the default division for the queue. ... Choose the objects available to the queue.Choose queue members. ... Click Save.
How do you assign a case to a queue?
The default case owner can be a user or a queue.From Setup, enter support settings in Quick Find Box then select Support Settings.Click Edit.Choose user or queue.Select the user or queue name you want to be the owner of a case if no assignment rules apply.Click Save.
How do I queue a query in Salesforce?
query [Select Id from Group where type='Queue' and Name='Queue Name'] will return the Id of the required queue in the system. Use this Id of the queue in the query [Select UserOrGroupId From GroupMember where GroupId =:reqdGroupId] to fetch all the users or groups which are members of the required queue.
What does Omni-Channel mean?
Customers expect flexibility when getting support – on their terms – more than ever before. Some customers prefer email, some like opening tickets in a service portal, some like SMS or web chat, and others still just prefer the convenience of a phone call.
Set up Salesforce Omni-Channel
Omni-Channel sounds pretty awesome, doesn’t it? But how do you actually set it up in Service Cloud and what are the gotchas you should be aware of? Let’s walk through a basic Omni-Channel setup
The Future of your Org with Omni-Channel
With Omni-Channel enabled and configured, you can now roll out multiple support channels for your customers! Salesforce offers native Live Chat, which can be embedded on any webpage, not just Salesforce pages. Salesforce offers native SMS support so your customers can text from their smartphone while your agents stay in their Salesforce console.
Learn more about Omni-Channel
If you want to learn more about Omni-Channel and get hands-on with your own Omni-Channel implementation, Trailhead is a great resource!
Special Access Rules
As of Summer ’20 and later, only authenticated internal and external users can access this object.
Usage
Use this object to associate a queue with the sObject that can be associated with the queue, including custom objects.
