THE UNOFFICIALSF SERVICE CLOUD CHANNELS HOME PAGE
Overview
Service Cloud has an entire product suite of Contact Center channels; Voice, Chat, Messaging, Email, Social, and many more
This is a home page for sharing content on new features, best practices, reusable components, and more.
Omni-Channel
New Updates – Spring ’24
Interesting Blogs
- Dreamforce 2023 Omni-Channel presentation
- What is Enhanced Omni-Channel?
- Best Practices for Status-Based Capacity with Omni-Channel
- Blending Phone and Chat channels together
- Build your first Omni Flow
- How to Optimize Omni Supervisor with Supervisor Configurations
- Add super powers to supervisors with new Configurable Flow Actions
- Omni Channel Pilot: Interruptible Capacity
Service Cloud Voice
- Service Cloud Voice Routing – Technical deep dive
- Routing for Service Cloud Voice with Omni Flow
- Use Voice IVR data in an Omni Flow
Field Service
Recent Posts
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 […]
