Re-routing or Ending “Waiting” Conversations
Learn how to re-route or end waiting conversations in Salesforce
Entries by Craig Paterson
Acceptance Due Date: The Omni-Channel SLA Sensation You Need
Learn about routing with the new Acceptance Due Date, where you can set a target date for work to be routed in Omni-Channel, allowing for SLA based routing.
Report on Abandoned Conversations with Salesforce Channels
Learn how to report on Abandoned conversations in Salesforce
Reporting on Service Cloud channels
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!
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, […]
New Agent Experience with the Omni-Channel Sidebar!
Learn about the all new Omni-Channel Sidebar and how it will improve the User Experience for Omni-Channel users.
Custom Tabs for Omni Supervisor
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
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 […]
Best practices for Status-Based Capacity with Omni-Channel
This post is to describe how and when to setup and configure Status-Based capacity in Salesforce, when using Omni-Channel routing, including some common pitfalls and how to avoid them. One of the big issues we hear a lot is that admins will configure agents to have really high capacity numbers, so that they are always […]
What is Enhanced Omni-Channel?
Maybe you’ve heard about “Enhanced Omni-Channel” in our release announcements, or maybe saw a great new feature in a demo that you don’t have access to and want to learn more. You are in the right place! Let’s answer some common questions about Enhanced Omni-Channel, and get you excited to upgrade to a whole new […]