When Service Cloud Voice launched a couple of years ago it was a game-changing opportunity in so many ways. There were a lot of problems that it solves for, particularly on the User experience and swivel chairing between the Phone system and the Agent Desktop, but an interesting one was that companies could now use […]
The Omni team is a month or so into a very interesting Pilot just now, moving to allow admins to define two capacities for Agents instead of just one. I thought I’d write a short blog post to share what we’re learning from customers, and also a bit about what the feature is an how […]
I wrote a post recently about how to set up routing for Service Cloud Voice, which now uses Flows in Salesforce to decide what queue to route to. One of the questions I got back was how to leverage data captured from the IVR to drive the routing decision. It’s a great use-case, as it […]
Overview Traditionally with Chat, there was a 1:1 relationship between the Chat Button and a Queue, so it was never easy to build dynamic routing logic in. If we wanted some chats to go to the sales team, and others to service, or if we wanted to prioritize VIP customers over others, we had to […]
How it works (under the covers) The great thing about the upgrades for Routing of Service Cloud Voice that are GA in Spring is that it makes setup for Voice routing simpler and more powerful at the same time. It keeps all of the existing flexibility of Amazon, but enhances it with Salesforce data, and […]
Overview In Spring 22 there’s a massive leap forward in making the setup for Routing both easier and more powerful with the GA of Omni Flows for Service Cloud Voice (for Amazon Connect). In the past, we needed to configure all of the Routing Requirements inside an Amazon Contact Flow. While an incredibly powerful tool, […]
So, you’re ready to build your first Omni Flow? Here’s a quick blog post to walk you through some of the basics. We’ll set up routing for a Case, but the fundamentals here will be true for other channels like Voice, Chat, SMS, Leads, Custom objects, or whatever you want to route. In your Omni […]
Introduction With Salesforce, we’re fortunate to have an incredibly powerful and flexible work/channel routing engine, that has helped thousands of customers to automate the assignment of Support Cases. With great power and flexibility though came a lot of variation in the setup options available. Whether it was Case assignment rules, Queues on Chat buttons, Skills-based […]