Entries by Craig Paterson

Reporting on Service Cloud channels

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This blog aims to demystify the process, providing you with the insights and tools needed to harness the full power of Salesforce Service Cloud reporting. The flexibility is there in the application, but the guidance on how to do it has been lacking. This blog is intended to bridge that gap

Take Omni-Channel on the Go!

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I’m thrilled to share some exciting news with you all! After a lot of hard work and determination, we’ve finally introduced a feature that has been on my mind since early in my time at Salesforce: the ability to message with customers directly from a mobile device. This has been a challenging problem to solve, […]

Custom Tabs for Omni Supervisor

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New in Spring ’24 is the ability to customize the tabs that are shown on the Omni Supervisor screen. This comes in two different flavors: These two new capabilities bring a lot of power to enhance the usability and usefulness of the Omni Supervisor screen, allowing it to be a true ‘Home’ for more users. […]

Dreamforce 2023 Omni-Channel presentation

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For those that were unable to make our presentation at Dreamforce, you can find the content here! The slide deck that we presented is below – for each of the 5 tips, there are posts on this website that dive into more details, however first, we announced that ‘Enhanced Omni-Channel‘ is now GA! Check out […]