Omni Channel Routing in Salesforce | EP7

Omni Channel Routing in Salesforce
0:00 Introduction
1:00 Agenda
1:12 What is Omni-Channel Routing?
2:04 Queue Based Routing
3:08 Skill Based Routing
4:21 External Routing
6:34 Demo o Omni-Channel
9:40 Setup Omni Channel in Salesforce

[@T3x4sp3t3]

It goes without saying, this is a great high level canter through Omni-Channel routing from end to end. However may I kindly point out some key quality issues with the skills-based routing code that others can hopefully learn from. 1. Please do not hardcode IDs - please use custom settings or even better custom metadata instead 2. Please also do not put DML statements (e.g. insert per) within a loop. This will cause major bulk processing issues if Cases are being processed in volumes. Please add the record instance to a collection and perform the DML on the collection outside the loop. Thank you.

[@maxpayne8339]

Whoever has done this demo. I don't know you. But it shouldn't stop me from COMMENDING you big time. Kudos to you for brilliantly explaining the steps and it can't get better than this. Talented individuals like you are an asset to Salesforce Community. As always thanks to Amit for superb and crisp content. World Class!

[@kiwislanguagejourney2354]

This content is pure gold!

[@apexhours]

Thanks

[@kasijangiti3427]

It was an execellent session and great explanation. I appreciate your efforts Kyathi Mehta and Amit Chowdary.

[@dheena777]

Once again, Fine tuned Session from Khyati and Thanks Amit for giving us an opportunity to learn these concepts with Technical Use cases

[@apexhours]

Keep watching

[@TheVinscee]

Great video to understand the concept.

[@apexhours]

Glad it was helpful!

[@gauravpratapsingh4432]

Thanks Khyati Ma'am for such a wonderful and insighful session. Looking forward to the next one tomorrow.

[@apexhours]

Wonderful!

[@kiranvrao9714]

Superb session! Very helpful, thank you

[@apexhours]

Keep watching

[@kiwislanguagejourney2354]

Incredible good tutorial. Thank you so much.

[@apexhours]

Glad it was helpful!

[@HARSHADPRABHUDESAI]

Excellent session

[@eren34i]

Thanks Khyati for the explanations and the course it is very clear ☻

[@apexhours]

Glad it was helpful!

[@mukulodd3122]

Thanks a lot for this video. This was very helpful

[@apexhours]

You're welcome!

[@bigdaddyzoro14]

Important call out - as far as I know, Omnichannel does NOT assign the case/item to the queue. Omnichannel assigns the item from the queue to an available agent, but the initial routing of that item to the queue requires addiitonal setup (Assignment Rules, Flow, Apex, etc)

[@shwetarani390]

Good Afternoon and thanks for the session

[@apexhours]

Good morning!

[@Chandrani738]

Thanks for explaining with such a clarity. Can you please update the process builder part with flow?

[@apexhours]

Glad you like it

[@bhargav458able]

Hi @khyathi, its a wonderful session. But I'm having one dought in this one, can we keep customer in queue when the agent is in busy like that.

[@truthteller2237]

I have one question which i am not able to figure out, which is, the work item which comes in particular queue will be assigned to that particular queue agents only or it can be assigned across different queues?

[@asthetic_ronin9074]

We have to deal with 300 mails daily which is divided into 8 individuals in customer support. we have excel automation tool to assign this mail load to each one of us. we are in transition of our process to SF , will the salesforce omni challenge work in this scenario if yes then will it automatically assigned ticket to individual when a email to case is generated. can omni channel handle 300 + tickets on daily basis?

[@cherukurivinod1111]

We also have the Attribute set up Skill Routing

[@apexhours]

keep watching

[@divyanshusingh9233]

Mam , if we add two admin in queue, then why is that case onwer dont change ?

[@unitedgamer2213]

second user didnt recieve case recieve notification in omnichannel tab its not good

[@Priyadharshini-to3ib]

create Omni channel for case object. Create three sets of user groups based on the priority field. Distribute the case based on the priority to the specific group. High priority only assign for one user Medium priority field assign for another user . Low priority field assign for another user How to implement in omni channel plz any one help me

[@sandipchahande3832]

Is it possible to implement Omni channel to other Standard Objects, rather than Lead and Case?

[@JohnBorgen]

Queue-based requires a queue...so not other standard obj, but you can use it for other custom obj.

[@sandipchahande3832]

@@JohnBorgen Ok... Thanks John

[@apexhours]

Thanks @John Borgen for helping

[@mohansai6313]

Firstly thanks for the wonderful content. But after changing the owner also I am not getting pop up in my Omni channel

[@apexhours]

check config once agin

[@mohansai6313]

@@apexhours is there any way to auto populate the case in Omni channel without changing the owner manually

[@manishakatla2957]

I am not getting the notification, can you please help me?

[@apexhours]

which notification you are talking about

[@shahjad_shekhar]

You can't use salesforce best practices , inner loop, dml in loop

[@sandipchahande3832]

Hello

[@apexhours]

keep watching

[@adeelawan9259]

You have very good salesforce knowledge but your english is not proficient.

[@apexhours]

Sorry about that. But our speaker always ready to help the community.