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 […]