Enhanced Omni-Channel: New Features and Functionality
July 19, 2024 | Midwest Dreamin’ | Minneapolis, MN
Omni-Channel Glossary
| Term | Definition |
|---|---|
| Omni-Channel | A powerful, customizable feature that is used to automatically route Work Items to Cases. |
| Enhanced Omni-Channel | Salesforce’s next-generation suite of Omni-Channel functionality. |
| Agent | A Salesforce User who is taking on work items to be assigned via Omni-Channel. |
| Capacity | Determination of how much work an agent is able to be assigned at a given time. |
| Capacity Model | The mechanism by which an Agent’s capacity is determined. This is either Tab-Based – the number of Tabs the Agent has open in the Service Console App, or Status-Based – the number of Work Items in a particular status counting as “in progress”. |
| Paused Work Items | A Work Item that remains assigned to Agent, and has transitioned to a Status that designates it as paused (e.g., waiting on the Customer or another team). It will be continued to be work by the Agent once it has transitioned back to an In-Progress status. |
| Presence Status | The status of an Agent within Omni-Channel. It represents whether they are available for work, as well as what type of work they are available for. |
| Routing | The push-based mechanism which assigns Work Items to Agents. |
| Routing Configuration | Setup metadata that defines how work items are routed to agents. |
| Service Channel | A method by which service is provided from an Agent to a Customer (e.g., Cases, Chats, Calls). |
| Supervisor | A User that is overseeing a team of Agents within Omni-Channel. |
| Supervisor Configuration | Setup metadata that defines what Agents, Queues, Skills, and Actions a Supervisor has available to them within the Omni-Supervisor app. |
| Wallboard | A new tab for Supervisors in Enhanced Omni-Channel that provides key metrics around the status of an organization’s support center. |
| Work Item | A record that represents a unit of work for an Agent stemming from a Service Channel. These can be Cases, Calls, Chats, etc. |
| Paused Work Item | A Work Item that has transitioned to a stage |
Resources
Whether you’re new to Omni-Channel, or looking to continue to learn more about Enhanced Omni-Channel features, here are some helpful links for you to continue blazing your trail!
Trailhead
Unfortunately, Salesforce does not yet have any Trailhead content focused on Enhanced Omni-Channel features. However, there is some great modules available to learn about Omni-Channel, as well as Messaging.
- Omni-Channel for Lightning Experience Module
- Chat and Omni-Channel Basics Trailmix
- Includes the module above, as well as other modules if you’re exploring setting up Chat
- Messaging for In-App and Web Optimization Module
- Salesforce Messaging Module
Salesforce Help Links
- Creating Custom Tabs in Omni-Supervisor
- Configuring Interruptible & Primary Work Items
- Enhanced Messaging for SMS & Facebook Messenger
- Enhanced Messaging for WhatsApp
- Use Status-Based Capacity in Messaging
- Messaging for In-App and Web
Videos
- Salesforce: Winter 24 Enhanced Omni-Channel Overview
- Salesforce: Custom Tabs for Omni-Supervisor
- Salesforce: Omni-Channel Sidebar
- Infallible Techie: Setup Messaging for In App and Web