Omni Channel Salesforce

Introduction

In this blog, I am going to explain how to setup omnichannel in salesforce service cloud.Nowadays work item is generating from the multi-channel like the websites, mobile, social or even from the desktop and any of these platforms to engage and connect with customers.Salesforce Omnichannel is capable to Route any type of incoming work item to the most qualified, available support agents in your call center seamlessly from any of the channels based on agent’s capacity, priority, skillset, and etc automatically.  Omni-Channel will manage the priority of work items, which makes it a cinch to route important work items to agents quickly and Agents no longer have to pick and choose work assignments manually from a queue.

Terminology  

Service Channels
Service Channels is indicating that which object you want to use in omnichannel as work items like Salesforce objects such as a case, lead, SOS session, or even a custom object into a work record.
Routing Configurations
       Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents.
Presence Configurations
       Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers.
Presence Statuses
         Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline.

Let’s Get Start

1.Enable Omni-Channel

To start with the Omni Channel first you need to enable it.From Setup menu find the Omni-Channel it as shown below.

2. Service Channels

Service channels let you turn nearly any Salesforce object such as a case, lead, SOS session, or even a custom object into a work record. Omni-Channel then plucks these work items from their queues like flowers from the garden of agent productivity and routes them to your agents in real time. Service channels let you manage sources of work and their priority compared to other work items. After you create service channels, you’ll associate them with queues, which determine how work items are routed to your agents. Service channel will support 
Cases, Chats, SOS video calls, Social posts, Orders,  Leads,  Custom objects.  Configure the service channel as shown below.

3.Routing Configurations

Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents. To start routing work items to agents, create routing configurations and assign them to queues Create a routing configuration for each service channel in your organization. After you create routing configurations, associate them with queues so your agents can receive work after we get Omni-Channel. create a routing configuration as shown below.

Routing priority determines the order in which work items from the queue that are associated with this routing configuration are routed to agents. Objects in
queues with a lower number are routed to agents first. For example, if you set the priority for highly qualified leads to 1 and the priority for less qualified leads to 2, highly qualified leads are routed and assigned to agents before less qualified leads.

Routing Model Determines how incoming work items are routed to agents who
are assigned to the configuration’s service channel. Select Least Active if you would like to  Incoming work items are routed to the agent with the least amount of open work and select Most Available if you would like to  Incoming work items are routed to the agent with the greatest difference between work item capacity and open work items.

Units of Capacity Indicates the amount of an agent’s overall capacity that’s consumed when the agent is assigned a work item from queues that are
associated with this configuration  Capacity setting in the present configuration the agent is assigned to determines the agent’s overall capacity.

Percentage of Capacity The percentage of an agent’s overall capacity that’s consumed when the agent is assigned a work item from queues that are
associated with this configuration.

Either you need to configure the Units of Capacity or percentage of capacity but not both 

4. Configure Queues

After Routing Configuration, you need to link the routing configuration to Queues.Omni-Channel supercharges your queues to be able to route work items to your agents in real time. Agents don’t have to select work items manually from queues because Omni-Channel routes work items to agents automatically and in real time! The work items in the queue are assigned the priority that you specified in the routing configuration that you created earlier. If your organization already uses them, you can reuse queues that are available in your organization. That way, you can route work items in real time to the agents who are assigned to those queues.

Create a Queue as shown below and add omnichannel routing configuration. Add the Queue Members to grant access.

5.Presence Configurations

Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. Your organization can have multiple configurations for different groups of agents who support different channels When you enable Omni-Channel in your organization, Salesforce creates a presence configuration for you, called the Default Presence Configuration. All your agents are assigned to that configuration automatically. However, you can create a presence configuration and
assign individual agents to it to customize Omni-Channel settings for a subset of your agents. If you reassign agents to a custom presence
configuration, they’re excluded from the Default Presence Configuration

6.Presence Statuses

A presence status can encompass one or more channels of work items. For example, you might create a presence status called “Available for Web Support” that includes service channels for chats and emails. When agents are signed in to that presence status, they can receive incoming chats and emails. Create presence status ” Case Online” as shown below. you can create as many presence statuses based on the status.

7.Access to Presence Statuses

Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Once you’ve created your Presence Statuses for Omni-Channel, you need to set up how your users will access them. You can set access through permission sets or profiles.Edit the Service Presence status and add it the profile.

8.Add Omni-Channel Widget to Console

Add Omni-Channel to Console app as shown below.

 

Time to Test 

Now go to the console app and open then Omni channel widget from the console footer. then change the status to case online to accept the incoming work items i.e case.

Go to the any of the cases and update the case owner to case queue which you created earlier as shown below.

after saving immediately case will route it to the omnichannel as shown below. Now agents can accept or decline the case.

Once agent will accept the case, immediately salesforce will update the case owner with the agent name.