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 βWaitingβ 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 25β Highlights! π
- Take Omni-Channel on the Go!
- Spring β25: 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 β 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
Omni-Channel Winter 25β Highlights! π
Salesforce Winter 25 Release is here! Check out Omni-Channel Highlights!
Agentforce blockers – How to try it out fast
I’ve had a lot of conversations recently with people eager to try out an Agentforce Service Agent on the website, but worried about the bigger implications of needing to do a full upgrade of their Messaging channel. Common scenarios Do any of the below sound familiar? If so, then writing this blog post to share […]
Create a Synchronous Messaging Experience in Messaging for In-App and Web
While Messaging for In-App and Web is designed to provide an asynchronous messaging experience that allows the end user to start, stop, and resume the same conversation when itβs convenient, itβs also capable of supporting synchronous conversations. To create a synchronous messaging experience with a clear beginning and end, follow the steps in this guide. […]
Create a Basic Messaging for Web Deployment in Five Minutes for an Agentforce Service Agent
To test Agentforce Service Agent, set up a basic Messaging for Web deployment in five minutes. In this example, weβll set up a Messaging for Web channel in an Experience site. We assume that you already have a Salesforce org with Omni, the Omni widget, an Agentforce Service Agent bot, a fallback queue, and an […]