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
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 […]
Routing for Service Cloud Voice with Omni Flow
Overview In Spring 22 there’s a massive leap forward in making the setup for Routing both easier and more powerful with the GA of Omni Flows for Service Cloud Voice (for Amazon Connect). In the past, we needed to configure all of the Routing Requirements inside an Amazon Contact Flow. While an incredibly powerful tool, […]
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 […]