In Salesforce Classic Find the related queue in the 'Related Queue' section in the Routing Configuration. Open the related queue and click Edit. In the ‘Configuration with Omni-Channel Routing’ section of the queue, remove the routing configuration name that you wish to delete from the queue settings.
How do I start routing cases with omni-channel?
In order to start routing cases with Omni-Channel, Maria needs to set up a few more things behind the scenes. She has to create a queue for her routing configuration, set presence status for users, and then make a console app and add Omni-Channel to it.
How do I create an omni setup flow case?
When you completed the Omni-Channel guided setup flow in the Queue-Based Routing unit in your Trailhead Playground, you automatically created a service channel named Omni Setup Flow Cases. Create a queue and link it to your routing configuration.
How do I set up omni-channel?
Create a service channel and routing configuration. Associate a routing configuration with a queue. Create a presence configuration and presence status. Add Omni-Channel to the console. Route your first work record.
How do I view open cases in omni-channel console?
From the App Launcher, find and select Omni-Channel Console. From the console, click Omni-Channel in the console footer to open the Omni-Channel widget. Set your status to Available - Case . Go to the Cases tab and change the list view to All Open Cases using the dropdown arrow next to Recently Viewed.
How do I delete routing configuration in Salesforce?
In Salesforce ClassicFind the related queue in the 'Related Queue' section in the Routing Configuration.Open the related queue and click Edit.In the 'Configuration with Omni-Channel Routing' section of the queue, remove the routing configuration name that you wish to delete from the queue settings.Click Save.More items...
How do I disable Omni-Channel?
In the left pane, expand Resources, and select Dynamics 365 Apps. On the Dynamics 365 apps page, select More commands beside Omnichannel for Customer Service, and then select Manage. On the Manage
What is Omni-Channel routing Salesforce?
Specify how incoming work items are directed to agents using Omni-Channel. In Omni-Channel, work items are automatically routed or “pushed” to agents who are assigned to the appropriate queue. Incoming work items are routed to the agent with the least amount of open work.
How do I change my Omni-Channel status in Salesforce?
When they are ready to receive interactions in Omni-Channel, they would manually change their status in Omni-Channel.Click New.Add a name for the status, for example, Transition.Select Busy under Status Options.Select a channel to assign to your status and move the status to Selected Channels.Click Save.
How do I delete a presence status in Salesforce?
First, remove the permission sets you created for your Users that gave them access to their Presence Status for each channel that you have a Presence Status enabled. Then, go to Setup and remove the Service Channels that are enabled to disable them under Setup>Customize>Omni-Channel>PresenceStatus .
How do I enable Omni-Channel in Salesforce?
Note Digital Engagement for Sales Cloud is available for an extra cost in Enterprise and Unlimited Editions.From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.Select Enable Omni-Channel.Select Omni-Channel settings to enable features.Click Save.
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.
Why is Omni-Channel used in Salesforce?
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly.
How does assisted case routing work?
With assisted case routing, customers are given options that help route cases to specific skill groups. When customers go to the Service Cloud portal, they see several different options. Customers select the topic and category from a dropdown menu.
Could not find a properly routed case ensure that you've setup Omni-Channel correctly by following the requirements?
The correct answer is....Under "Queue"=>"High-Priority Cases" => Ensure you have the routing configuration correctly set to: "High-Priority Cases"Save this setting.Modify the Case to Owner = "YourName"Set your status to "Available Cases" in omnichannel inbox (bottom left) - Green status is available.More items...•
How do I enable presence status in Salesforce?
From Setup in Salesforce Classic, enter Presence in the Quick Find box, select Presence Statuses, then click New.Choose the settings for your presence status.Click Save.
How do I create a routing configuration in Salesforce?
From Setup in Salesforce Classic, enter Routing in the Quick Find box, select Routing Configurations, then click New. Specify the settings for your routing configuration. Tip To route calls with an Omni-Channel flow, ensure that the routing model for the routing configuration is set to External Routing. Click Save.
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!
Get Your Omni-Channel Settings in Order
In order to start routing cases with Omni-Channel, Maria needs to set up a few more things behind the scenes. She has to create a queue for her routing configuration, set presence status for users, and then make a console app and add Omni-Channel to it. Here’s how she does that.
Route a Case with Omni-Channel
Maria routes a case to check that Omni-Channel is working as she expected.
Hands-on Challenge
You’ll be completing this challenge in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
