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
One Engine to Route Them All:Unified Voice Arrives in Omni-Channel!
It’s official: Omni-Channel can now route voice calls end-to-end! 🎉 For the first time, Salesforce Omni-Channel is the single routing engine for all supported channels — including voice. That means all customer interactions — from phone calls, chats, emails, leads — are routed through one unified routing engine. Until now, voice routing lived in a […]
Reporting on Service Cloud channels
This blog aims to demystify the process, providing you with the insights and tools needed to harness the full power of Salesforce Service Cloud reporting. The flexibility is there in the application, but the guidance on how to do it has been lacking. This blog is intended to bridge that gap
Announcing Live AI Agent Monitoring for Supervisors
Revolutionizing Service Oversight with the Live AI Agents View Autonomous AI agents are revolutionizing the service industry, transforming how businesses engage with their customers. But for many service leaders, one critical question remains: What are the AI Agents actually saying to my customers? With the new AI Agents tab in the Service Cloud Supervisor experience, […]
Take Omni-Channel on the Go!
I’m thrilled to share some exciting news with you all! After a lot of hard work and determination, we’ve finally introduced a feature that has been on my mind since early in my time at Salesforce: the ability to message with customers directly from a mobile device. This has been a challenging problem to solve, […]