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
- 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 (should we update this?)
- Routing for Salesforce Chat (should we remove this?)
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
Omni Channel Pilot: Interruptible Capacity
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 […]
How to Optimize Omni Supervisor with Supervisor Configurations
In recent releases there have been some big changes to Omni Supervisor setup to make life easier and more efficient for Supervisors. In the Winter ’23 release it has been taken a step further, by adding the ability to create your own Custom Actions using Salesforce Flow – this puts the power in your Salesforce […]
Add super powers to supervisors with new Configurable Flow Actions
In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. You can leverage the power of live data on Omni Supervisor, across all of the tabs (lists of Agents, Queues, […]
Example Custom Flow Actions for Omni Supervisor
In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. I’ve gone into some details on creating your own actions in this post, but this page is here to describe […]