This document provides an overview and instructions for setting up and using Omni-channel in Salesforce. It discusses enabling Omni-channel, creating service channels and routing configurations, setting agent presence statuses, adding the Omni-channel widget to the Salesforce console, using the Omni-channel supervisor panel, and some considerations for using Omni-channel. Hands-on instructions are also provided for testing a basic Omni-channel setup.

1. Agenda
■ Introduction
■ Enabling and Setting up
- Create Omni-channel objects
- Set Routing Configuration
- Set access to Presence Statuses
- Add the Omni-channel widget to Salesforce Console
■ Omni-channel Supervisor
■ Considerations
■ Future - Q & A
2 A
Omni-channel Routing
Automatically route any object that can be put into a Salesforce queue directly
to agents.
■ Key features include the ability to:
- Create work items from records (leads, cases, chats, sos calls), using
Service Channels.
- Route work items to available, qualified agents based on priority and
availability.
- Define a routing configuration to account for prioritization and agent
capacity. Associate it with existing Queues.
- Allow agents to define their availability with Presence statuses.

2. Setup Omni-channel
Enable Omni-channel
■ BEFORE enabling omni-channel, ensure you have..
- Access to Salesforce Console
- Created a console App
- Some Queues created
- Case/Lead Assignment Rules defined.
■ Enable Omni-channel
- Its free, no need to raise case to Salesforce to enable.
Setup Omni-channel
Service Channel & Routing Configuration
■ Create Service Channels - turns objects to work items
- One Service Channel per object
• Create Routing Configuration - defines how work items are routed
- Overflow Assignee
- Routing Priority
- Routing Model-Most Available, Least Active
- Work Item Size - Units of Capacity, Percentage of Capacity
- Connect the Queue to Routing Configuration

3. Setup Omni-channel
Presence Configuration & Presence Status
• Create Presence Configurations - define how much work agents can take on and what
Omni-Channel behaviours they can access
- Capacity
- Automatically accept requests
- More settings on Decline Requests
■ Create Presence Statuses - to indicate if the agent is available or not available to
receive incoming work
- Status Options-Online, Busy
- Service Channels
- Assign to users through Permission Sets or Profile.
Add Omni-channel widget to Salesforce Console
In the desired Console App, add the widget under 'Choose Console
Components' section.
Test it and rock n roll!
Omni-channel Supervisor
■ Real-time information about your Omni-Channel agents, queues,
and work are streamed live into the panel
■ Filter, sort, drill down to see details -all without leaving console.
• Enable the tab - change the visibility to 'Default On'
■ Add the tab to Console app.

4. Press Esc to exit full screen
Hands-on
• DE
■ Service User
■ Console app
• Enable Omni-channel and other settings
■ Add to the Console App (under 'Choose Console Components' section)
■ Permission Set
• Test
- Go to Console app
- Login to Omni-Channel - make yourself Available
- Create a case and assign it to a queue which you are a member of
- See if the Case gets assigned to you automatically.
Considerations >
■ Cannot deploy!
■ Different Presence Status will not route to
different Queues within the same object
■ Works with Salesforce Console only
■ When using Omni-channel for Chat
- Can't use direct-to-agent routing
- Can't use chat conferencing
- Can't use supervisor whisper messages and
assistance flags
■ Doesn't work with CTI ■ Check Ideas (& vote).
■ Capacity-Close tab NOT close Case
■ Capacity -Calculated for Cases assigned
through Omni-Channel, not manual
■ Automate more using Omni-channel SOAP
API
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