You have the option to size work items in whole unit terms (1, 2, 3, etc) or in percentage terms. The sizing of records is a bit arbitrary because whether a record is routed depends on both the size of the item and the agent’s capacity. This is the area where you will size records that Omni-Channel will routing, as well as, specify the manner in which they are routed. Create the Routing & Presence Configurations You can also create a “busy” status to track the break time of your agents for reporting purposes.įinally, click Save. However, it is necessary for an agent to have an available status for the type or types of channels they’ll be handling. We’ll assign agents to chat and/or case queues in the next step. This doesn’t mean that every agent who has this status will receive all types of chats or cases. Then select which Service Channels you want to be assigned to this Presence Status. To create a new Presence Status click the New button. You may have some agents who handle only chats, others who handle only cases, and others who handle both chats and cases. It’s important to understand your business requirements and the composition of your agents prior to completing this step. These are the statuses that will be available for agents to select when they login to Salesforce Omni-Channel. If you’re using a custom object and would like to route those records via Omni-Channel you can setup a Service Channel for it here as well. Later, we can setup different queues for each source the lead is coming from such as Web Form Queue and Email Queue. For the purposes of Omni-Channel these will all be considered as part of the “Case” Service Channel, or whatever you would like to name it. For example, the Case object in Salesforce might come from many different channels such as a web form (via Web-to-Case), email, or the help portal.

This step might be confusing because you might think that each object in Salesforce doesn’t correspond to an object directly. Then name your Service Channel and choose its corresponding object. Next, navigate to Service Channels and click New. Note: You have the option to use queue-based or skill-based routing. Click to check the Enable Omni-Channel checkbox and click Save. Type in “Omni” in the quick find bar in the upper left, and then click Omni-Channel Settings. To enable Omni-Channel navigate to the Setup menu in Salesforce.

Salesforce quick access menu