Entries by Craig Paterson

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 […]

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 […]

Example Custom Flow Actions for Omni Supervisor

In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. I’ve gone into some details on creating your own actions in this post, but this page is here to describe […]