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.
Agentforce
Exciting next generation of Einstein Bots – fully Gen AI virtual agent
Below are experiences of the authors, and referencing features in pilot and actively updating every month
Announcing Live AI Agent Monitoring for Supervisors
Agentforce: Service Agents Blog series
Connect your Service Agent to a Messaging Channel
Create a Basic Messaging for Web Deployment in Five Minutes for an Agentforce Service Agent
Agentforce Agents and Unified Knowledge
Agentforce blockers: How to try it out fast
…..posts to come soon
Omni-Channel
Interesting Blogs
- Standard Omni-Channel End of Life: Your Questions Answered
- Re-routing or Ending “Waiting” Conversations
- Acceptance Due Date: The Omni-Channel SLA Sensation You Need
- One Engine to Route Them All:Unified Voice Arrives in Omni-Channel!
- Report on Abandoned Conversations with Salesforce Channels
- Reporting on Service Cloud Channels
- Omni-Channel Winter 25’ Highlights! 🚀
- Take Omni-Channel on the Go!
- Spring ’25: Omni-Channel Standard Reassign Action
- New Agent Experience with the Omni-Channel Sidebar!
- Custom Tabs for Omni Supervisor
- 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
Messaging Channels
- Create a Synchronous Messaging Experience in Messaging for In-App and Web
- Create a Basic Messaging for Web Deployment in Five Minutes for an Agentforce Service Agent
Field Service
Recent Posts
Omni-Channel Flows, an Introduction
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 […]