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
What is Enhanced Omni-Channel?
Maybe you’ve heard about “Enhanced Omni-Channel” in our release announcements, or maybe saw a great new feature in a demo that you don’t have access to and want to learn more. You are in the right place! Let’s answer some common questions about Enhanced Omni-Channel, and get you excited to upgrade to a whole new […]
Omni Channel Pilot: Interruptible Capacity
The Omni team is a month or so into a very interesting Pilot just now, moving to allow admins to define two capacities for Agents instead of just one. I thought I’d write a short blog post to share what we’re learning from customers, and also a bit about what the feature is an how […]
How to Optimize Omni Supervisor with Supervisor Configurations
In recent releases there have been some big changes to Omni Supervisor setup to make life easier and more efficient for Supervisors. In the Winter ’23 release it has been taken a step further, by adding the ability to create your own Custom Actions using Salesforce Flow – this puts the power in your Salesforce […]
Add super powers to supervisors with new Configurable Flow Actions
In the Winter ’23 release, an exciting new feature was shipped allowing admins to put more power in the hands of Supervisors to run their teams’ with a new configurable action framework from Omni Supervisor. You can leverage the power of live data on Omni Supervisor, across all of the tabs (lists of Agents, Queues, […]