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
Agentforce Agent and Unified Knowledge
Below are experiences of the authors, and referencing features in pilot and actively updating every month One of the most exciting innovations for me in the last 12 months has been Salesforce Unified Knowledge, because of the power it has to truly revolutionise AI automation in Customer Service. I figured since I’m writing some blogs […]
Connect your Service Agent to a Messaging Channel
Below are experiences of the authors, and referencing features in pilot and actively updating every month So you’ve built a new Agentforce Agent and wondering how to connect it up to a communication channel and get it talking to customers? Key note, Agentforce at GA will support all Enhanced Messaging channels, including SMS, WhatsApp, Web […]
Agentforce: Service Agents Blog series
By now I suspect many of you might have seen the tweets (posts?) from Marc B about Agentforce, or some of the great company announcements that have been shared. The next generation of Customer service, moving away from traditional Bot experiences, towards a tool that can have a full conversation with a customer, should be […]
New Agent Experience with the Omni-Channel Sidebar!
Learn about the all new Omni-Channel Sidebar and how it will improve the User Experience for Omni-Channel users.