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
Grow Smart with Agentforce: Boost Accuracy with Advanced Grounding
Part 3 of Our Agentforce Series In Part 1, we helped you launch fast with FAQs. In Part 2, we showed you how to scale smart using escalations. Now we’re diving into the next phase: getting your AI agent to respond with confidence—and precision—by improving how it finds and uses information. Whether you’re just getting […]
Grow Smart with Agentforce: Turn Escalations into Your Enablement Engine
Part 2 of our Agentforce SeriesIn Part 1, we covered how to get your AI agent live fast with FAQs. Now, we’re moving beyond launch. In this post, you’ll learn how to:🔍 Analyze escalations to uncover what your agent should learn next🧠 Use real case data to expand your AI’s knowledge🔁 Set up a repeatable […]
Grow Smart with Agentforce: Train Your Agent Like a Human
Part 1 of our Agentforce for Service Email Series In this post, you’ll learn how to: The Problem: AI Projects Stall Before They Start You’ve invested in the platform. You’ve got the data. Leadership is on board. But your AI initiative still isn’t live. Why? Because most teams get stuck trying to launch the “perfect” […]
Report on Abandoned Conversations with Salesforce Channels
Learn how to report on Abandoned conversations in Salesforce