function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
RSomaniRSomani 

Omni-Channel

Hi,

I am not aware about omni channel and where it's used.  Can you please benefit of this.


Thanks
Romash
Best Answer chosen by RSomani
mukesh guptamukesh gupta
Hi Romes,

This is related to Service cloud concept. 

"Omni-Channel is the delivery truck that routes queued work to an available agent, and as the admin, you’re the driver. Omni-Channel uses queue and routing settings to make sure that work goes to an agent who’s a good fit. And it uses capacity settings to prevent your agents from being handed too much work. So your agents don’t end up with a package that’s addressed to their neighbor, or be stuck with 10 packages and thinking “Gosh, is that delivery truck coming back with more?"

Please use below url for perfect solution.
https://trailhead.salesforce.com/modules/service_omnichannel/units/service_omnichannel_intro


Kindly mark my solution as the best answer if it helps you.

Regards
Mukesh


 

All Answers

mukesh guptamukesh gupta
Hi Romes,

This is related to Service cloud concept. 

"Omni-Channel is the delivery truck that routes queued work to an available agent, and as the admin, you’re the driver. Omni-Channel uses queue and routing settings to make sure that work goes to an agent who’s a good fit. And it uses capacity settings to prevent your agents from being handed too much work. So your agents don’t end up with a package that’s addressed to their neighbor, or be stuck with 10 packages and thinking “Gosh, is that delivery truck coming back with more?"

Please use below url for perfect solution.
https://trailhead.salesforce.com/modules/service_omnichannel/units/service_omnichannel_intro


Kindly mark my solution as the best answer if it helps you.

Regards
Mukesh


 
This was selected as the best answer
RSomaniRSomani
@mukesh gupta, i am really thankfull to you for a quick reply.
MagulanDuraipandianMagulanDuraipandian
Hi,
For the quick implementation of Omni Channel, check http://www.infallibletechie.com/2017/04/omni-channel-in-salesforce.html