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
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
Salesforce Field Service: Create Batches of Appointments with Service Appointment Generator
Last update: January 31, 2022 Authors: Leigh-Anne Nugent and Christopher Albanese Watch the Video. Send us Feedback! Business Requirements Customers need to be able to build a solution that supports the following scenarios for teamwork and multi-stage work: This will provide a stop-gap accelerator-style solution that will be an unmanaged package with access to the […]
Use Voice IVR data in an Omni Flow
I wrote a post recently about how to set up routing for Service Cloud Voice, which now uses Flows in Salesforce to decide what queue to route to. One of the questions I got back was how to leverage data captured from the IVR to drive the routing decision. It’s a great use-case, as it […]
Routing for Salesforce Chat
Overview Traditionally with Chat, there was a 1:1 relationship between the Chat Button and a Queue, so it was never easy to build dynamic routing logic in. If we wanted some chats to go to the sales team, and others to service, or if we wanted to prioritize VIP customers over others, we had to […]
Service Cloud Voice Routing – Technical deep dive
How it works (under the covers) The great thing about the upgrades for Routing of Service Cloud Voice that are GA in Spring is that it makes setup for Voice routing simpler and more powerful at the same time. It keeps all of the existing flexibility of Amazon, but enhances it with Salesforce data, and […]