Routing Your Way to Service Nirvana with Omni-Channel
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This document provides an introduction and overview on how to set up Salesforce Omni-channel. It explains that Omni-channel allows for intelligent routing of work items to agents across different service channels. It outlines the key components needed for setup, including enabling Omni-channel, creating consoles, service channels, routing configurations, presence statuses, queues, and assigning permission sets. The document provides step-by-step instructions for setting up each component and notes that the process is easy.
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Routing Your Way to Service Nirvana with Omni-Channel
- 1. Routing your way to Service nirvana with Omni-channel Matthew Wade Salesforce Consultant Matthew.wade@cloudreach.com @Cloudreach
- 3. Introduction to Salesforce Omni-channel What is Omni-channel? Who should use Omni-channel? Why use Omni-channel? How do I set up Omni-channel?
- 5. Who should use Omni-channel? Could it be you?
- 6. Why use Omni-channel? Why use it over other Salesforce functionality? Change Management Stop your reps picking ‘preferred’ items. Create an equal, fair and balanced work distribution without thinking Metrics Monitor and track the performance of your reps using the Agent Work Record Agility Multiple Routing Configurations, Presence Statuses and application to Custom Objects allows for greater agility in you service department and beyond!
- 7. How do I set up Omni-channel? Easily!
- 8. Setting up Omni-channel Step 1 – Enable Omni-channel Like candy from a baby! Step 2 – Create a Console
- 9. Setting up Omni-channel What are Service Channels & Routing Configurations? Service Channels A Service Channel lets you convert a given Salesforce object’s records into a Work Item record. Salesforce then picks these Work Items from their queues and routes them using the intelligent routing engine Supported objects; Leads, Cases, Orders, SOS Video Calls, Live Agent, Social Posts, Custom Objects Routing Configurations Routing Configurations define how Work Items are routed to agents. Each Work Item is given a relative size (capacity or percentage) and a priority This allows the routing engine to route the most important items first and ensures work is evenly distributed across agents.
- 10. Setting up Omni-channel Step 3 – Create Service Channels Like candy from a baby! Step 4 – Create Routing Configurations
- 11. Setting up Omni-channel What are Presence Statuses and Presence Configurations? Presence Status A Presence Status defines your agents availability to receive work from the routing engine. Assign agents an ‘online’ or ‘busy’ status for them to receive or deflect work. Assign one or more Service Channels to a Presence Status to allow agents to work on one or more types of Salesforce objects / Work Items Presence Configurations A Presence Configuration defines how much work your agent can take on. I.e. it defines an agents total capacity You can also define what behaviours they can access (i.e. reject Work Items) Agents can only be assigned to one presence configuration at a time – you can assign by profile or user
- 12. Setting up Omni-channel Step 5 – Create Queues Like candy from a baby! Step 6 – Create Presence Statuses
- 13. Setting up Omni-channel Step 7 – Create Presence Configurations Like candy from a baby! Step 8 – Assign Permission Sets
- 14. Setting up Omni-channel Step 9 – Add Omni-channel widget Like candy from a baby!
- 17. thank y u
Editor's Notes
- What is Omni-channel? An intelligent routing engine using declarative logic Gain control in your service department by creating a structure for ‘work items’ and route using logic Omni-channel allows you to harness customer interactions streaming in via multiple touchpoints Acquire agility by using different routing configurations, work item capacities and presence configurations What makes up Omni-channel? 5 key components; Service Channels, Work Items, Capacities, Routing Configurations & Presence Configurations. Other components; Service Console, Queues, Permission Sets / Profile Permissions
- Who should use Omni-channel? Any business that needs to create functional structure in their service department. Any business that wants to empower their service / operations manager Any business that wants to make the lives of their service reps much easier Any business that has a need for an intelligent routing engine Use case Cloudreach work with a CPG client who have no structure in their service department Want to create 3 functional teams; orders, cases and credits Wants to cross-train reps to work across all functional teams to up-skill the team
- Stop reps cherry-picking items that they prefer to work on or would like to work on because they're easier Routing engine chooses the items that have been in the queue the longest and with which priority and automatically routes Create an equally weighted work distribution throughout your service department and easily cross-train / upscale users by applying them to different presence statuses and configurations You can analyse the productivity of your reps on different work streams / functions and identify areas for support, process improvement to run a more fluid service department. Provides powerful data to let you make smarter, more informed decisions, faster. With Summer 16 - you will be able to track agents active time on work - Leads to a very important point - Omni-channel runs its metrics from the open tabs in the console view to do it’s tracking - to close a case of for reporting, users most kill the tab after closing case. The ability to use custom objects allows you to extend the routing engine to many applications within your business - for instance, you could extend this out to credits, approvals, expenses etc
- A console is another type of UI created in it’s own custom app designed to boost agent productivity by placing everything within clicking distance and opening up tabs and sub tabs for records and related records. Step 1 Setup>Customize>Omni-channel>Omni-channel settings Enable Omni channel! DONE!!! Step 2 Provide a name Provide an image (if you have one) Add desired Salesforce objects Decide how to display tabs Assign Console to profiles DONE!!!
- There are two different routing model options; Least Active & Most Available Least Active – Incoming work items are routed to the person with the least amount of open work assigned to them determined by the by the number of open work items and the capacity of each of those work items. This amount of work in this scenario is dictated mostly by the capacity of the work items Most Available – Incoming work items are routed to the person with the greatest difference between work item capacity and open work items. The amount of work received here depends on the presence configuration of the assigned to the agents. The differences seem subtle, but have a very different impact on the amount of work agents receive.
- Step 3 Setup>Customize>Omni-channel>Service Channels Provide a name and API name Select the object DONE!!! Step 4 Setup>Customize>Omni-channel>Routing Configurations Provide a name and API name Provide a routing priority Choose a routing model Apply a Work Item size DONE!!!
- Queues help you prioritise, distribute, and assign records to teams who share workloads. Think of a queue as a holding area for pending records which need an owner or to be actioned. Step 5 Setup>Manage Users>Queues Provide a name (label) and queue name (API name) Select routing configuration Select Salesforce objects Select Users DONE!!! Step 6 Setup>Customize>Omni-channel>Presence Statuses Provide a name and API name Select status option (online or busy) Select Service Channels DONE!!!
- Permission sets are used to give settings or permissions to augment a users profile, without having to change the profile. Step 7 Setup>Customize>Omni-channel>Presence Configurations Provide a name and API name Provide total capacity Assign users Assign profiles DONE!!! Step 8 Setup>Manage Users>Permission Sets Provide a name and API name Select license Service Presence Statuses Access Select Presence Statuses Manage Assignments Add Users DONE!!!
- Step 9 Setup>Create>App Select your Console from Step 1 ‘Edit’ ‘Choose Console Components’ Add ‘Omni-channel’ DONE!!!