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.

Quick Links

Sub-categories of useful posts

Recent Posts

UnofficialSF has a new Service Cloud Channels Section

UnofficialSF.com has added a new section devoted to Service Cloud channel functionality, which is increasingly driven by flow-based services. Check it out here. If you know of a good post or page on the topic, don’t hesitate to let us know via the form on the home page.

Build your first Omni Flow

So, you’re ready to build your first Omni Flow? Here’s a quick blog post to walk you through some of the basics. We’ll set up routing for a Case, but the fundamentals here will be true for other channels like Voice, Chat, SMS, Leads, Custom objects, or whatever you want to route. In your Omni […]

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 […]