#Omni-Channel can be effectively used to prioritize the work items, we can route the important work items to agents quickly. It is also used to manage the agents’ capacity so that they can be provided with the number of assignments they can handle. Omni-Channel is flexible, customizable feature, most importantly it can be configured declaratively without writing a single line of code.

You can also define which agents can work on different types of assignments. For example, you can create one group of agents to respond to leads and sales inquiries and another group that helps customers with support questions.

Most importantly, Omni-Channel take care of these assignments automatically, so that agents no longer have to pick and choose work assignments manually from the queue which definitely saves time, effort and brainpower especially for call centers.

Let’s take a look on how to configure Omni-Channel, Follow the below-mentioned steps.

1. Enable Omni-Channel

   a. From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.

   b. Select Enable Omni-Channel.

   c. Click Save.

Enable Salesforce Omni-channel.
Omni-channel settings

2. Create a service channel and routing configuration.

We work with cases for this module. So the first step is to make cases available for routing with a service channel.

   a. From Setup, enter Omni-Channel in the Quick Find box, then select Service Channels.

  b. Click New.

  c. Enter the name Cases (the API Name will auto-fill to Cases).

  d. Select Cases as the Salesforce object.

  e. Click Save.

  f. Now, Omni-Channel can route cases. The next step is to make a basic routing configuration so Omni-Channel knows how to get these cases to agents.

Create Salesforce Service Channels.

3. Create a Routing Configuration

  a. From Setup, enter Omni-Channel in the Quick Find box, then select Routing Configurations.

  b. Click New.

  c. Enter the name High-Priority Cases (the Developer Name auto-fills to High_Priority_Cases).

  d. Set the Routing Priority: 1.

  e. Select the Routing Model: Most Available.

  f. Set the Units of Capacity: 4.

  g. Click Save.

Create Salesforce Routing configuration.

Enter Salesforce Routing Configuration details.

4. Link Your Routing Configuration to a Queue

With your routing configuration set, we need a queue to link to it. Let’s create a queue!

  a. From Setup, enter Manage Users in the Quick Find box, then select Queues.

  b. Click New.

  c. Enter the label High-Priority Cases (the queue name auto-fills to High_Priority_Cases).

  d. In the Routing Configuration field, click the Lookup icon, and select the routing configuration you just created (High-Priority Cases).

  e. Under Supported Objects, select Case in the Available Objects, and click Add to move it to the Selected Objects.

  f. Under Queue Members, in Search, select Public Groups and select All Internal Users in the Available Members list, then click Add to move it to Selected Users. Add yourself to Selected Users too.

  g. Click Save.

Link Queues to Salesforce Routing Configuration.

5. Set Presence Status for Agents

Agents need statuses so they can control when work comes in for them. Now, we create a presence status for agents to use when they want to be assigned high-priority cases.

  a. From Setup, enter Omni-Channel in the Quick Find box, then select Presence Statuses.

  b. Click New.

  c. Enter the Status Name Available – Cases (the API name auto-fills to Available_Cases).

  d. Under Status Options, select Online.

  e. Under Service Channels, Select Cases in the Available Channels, and click Add to move it to the Selected Channels.

  f. Click Save.

Set Presence Status of the agents in Salesforce.

Now that you have a presence status, make it available to users (including yourself!).

  a. From Setup, enter Manage Users in the Quick Find box, then select Profiles.

  b. Click the name of the profile you want to enable Omni-Channel for. Let’s start with System Administrator.

  c. Hover over Enabled Service Presence Status Access and click Edit.

  d. Select Available – Cases in the Available Service Presence Status, and click Add to move it to the Selected Service Presence Status.

  e. Click Save.

  f. Repeat for any other profiles you want to use with Omni-Channel. If you plan to make new users in your hands-on org to use with Omni-Channel, repeat these steps for the Custom: Support Profile or the Standard User profile.

Assign presence status to Salesforce Users.

6. Add Omni-Channel to a Console

  a. Go to Setup | Build | Create | Apps.

  b. Under Apps, Click New.

  c. Select the Console type and click Next.

  d. Enter the App Label Omni-Channel Console (the API name auto-fills to Omni_Channel_Console).

  e. Click Next.

  f. Click Next to skip the image selection.

For Navigation Tab Items, in the Available Items, select Cases, Home, Accounts, and Contacts, and click Add to move it to the Selected Items.

  g. Click Next.

Make Cases and Contacts open as subtabs of Account Name (Account).

Make Cases and Contacts open as subtabs of Account Name (Account).

  a. Click Next.

  b. Make this console visible to all profiles, and make it the default for Custom: Support Profile, Standard User, and System Administrator.

  c. Click Save.

  d. Now, we’ll add Omni-Channel as a console component. From Apps page, click Edit next to Omni-Channel Console.

  e. Under Choose Console Components, in the Available Items, choose Omni-Channel, and click Add to move it to the Selected Items.

  f. Click Save.

Add Omni-Channel to a Console

Time to Test our Omni- Channel:

  a. Go to Cases Tab

  b. Click New.

  c. Select the Priority High.

  d. Select the Case Origin Web.

  e. Enter the Subject: Website is down

  f. Enter any description you want.

  g. Click Save.

Because you created the case, you’re already the case owner. Let’s go to the console to route it.

  a. Use the app launcher to select Omni-Channel Console.

  b. From the console, click Omni-Channel in the console footer to open up the Omni-Channel widget. Set your status to Available – Cases.

  c. Go to the Cases console tab and select All Open Cases from the dropdown.

  d. Select the checkbox next to case you created and click Change Owner.

  e. Select Queue, and use the lookup to select High-Priority Cases.

  f. Click Save.

You get a notification in the Omni-Channel widget. Go ahead and accept it; the case opens in a tab in your console.

Decline a Work Request in Omni-Channel:

If we are assigning the task to agents, there has to be little more freedom to let them choose what they work on. It also means that if they’re assigned something that isn’t right for them, they can quickly decline it and move on. The work has a better chance of finding the right agent, and the agent who declined it can get back to the work that’s right for them.

Let’s pretend that in addition to your High Priority Cases queue, you have another queue called Cases. So, work that comes through the Cases queue is less urgent than the High-Priority Cases queue. What happens when you’re an agent assigned to the High-Priority Cases queue, and you receive a work request for something like “A customer can’t find our FAQ page”?

That isn’t exactly work-stopping, is it? To make sure high-priority work gets the attention it deserves, let’s turn on work declining, and create a reason “Incorrect queue.” This way, the supervisor will know when there’s low-priority work sludging up the high-priority queue.

1. Create the Decline Reason

  a. From Setup, enter Omni-Channel in the Quick Find box, then select Presence Decline Reasons.

  b. Click New.

  c. Enter the name: Incorrect queue (the Developer Name auto-fills to Incorrect_queue).

  d. Click Save.

2. Add Decline and Decline Reasons to Your Presence Configuration

  a. From Setup, enter Omni-Channel in the Quick Find box, then select Presence Configurations.

  b. Click Edit next to Default Presence Configuration.

  c. Select Allow Agents to Decline Requests.

  d. Select Allow Agents to Choose a Decline Reason.

  e. Under Assign Decline Reasons, in the Available Decline Reasons, choose Incorrect queue, and click Add to move it to the Selected Decline Reasons.

  f. Click Save.

Perfect! Now you’re able to decline a work request in the console, and you can indicate that the work is in the wrong queue.

Let’s try it out. We need to create a case and then route it with Omni-Channel, just like we did last time.

3. Create a New Case

  a. Go to the Cases tab.

  b. Click New.

  c. Select the Priority Low.

  d. Select the Case Origin Web.

  e. Enter the Subject: A customer can’t find our FAQ page

  f. Enter any description you want.

  g. Click Save.

4. Route the New Case and Decline It from the Omni-Channel Widget

  a. Use the app launcher to select Omni-Channel Console. If the first case is still open in your console, you can ignore it.

  b. From the console, click Omni-Channel in the console footer to open up the Omni-Channel widget. Set your status to Available – Cases.

  c. Go to the Cases console tab and select All Open Cases from the dropdown.

  d. Select the checkbox next your new case and click Change Owner.

  e. Select Queue, and use the lookup to select High-Priority Cases.

  f. Click Save.

  g. You get a notification in the Omni-Channel widget. Click Decline.

  h. Click Select a Decline Reason and Incorrect queue.

  i. Click Confirm. The request disappears from your Omni-Channel widget.

We request our readers to try it and let us know the feedback on the same.

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