Category: Admin

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.

 

Salesforce Quick Actions

Introduction

In this blog post, I am going to explain salesforce action. Actions enable users to do more in Salesforce and in Salesforce1, the Lightning experience depends on the chatter settings. You can create an action and add them to the Chatter publisher on the home page, on the Chatter tab, in Chatter groups, and on record detail pages.  In Salesforce Classic, actions appear in the Chatter publisher. In Lightning Experience, actions appear in different areas of the user interface, depending on the action’s type. In Salesforce1, actions appear in the action bar, its associated action menu, and as list-item actions.

Action Categories

Actions have the different type of categories

Standard actions

Standard actions are actions that are included automatically when Chatter is enabled: Post, File, Link, Poll, and, in organizations that use work.com, Thanks, Announcements are default actions.

Default actions

Default actions are Salesforce predefined actions to get you and your users started using actions in your organization. Add default actions to publisher layouts to make them available to your users in the full Salesforce site and the action bar in Salesforce1.

Mobile smart actions

Mobile smart actions are a set of preconfigured actions, just like default actions, and are supported on the same list of objects. However, they appear in pre-Winter ’14 organizations and are displayed only in Salesforce1.Mobile smart actions are populated with all your organization’s required fields on the relevant object, regardless of how many fields there are.Mobile smart actions don’t appear in the full Salesforce site, regardless of which page layouts you add them to; they appear only to users in Salesforce1.

Custom Actions

Custom actions are actions that you create and customize yourself, such as Create a Record, Send Email, or Log a Call actions. They can also invoke Lightning components, Visualforce pages, or canvas apps with functionality that you define.

Productivity Actions

Productivity actions are predefined by Salesforce and are attached to a limited set of objects. You can’t edit or delete productivity actions.The actions include Send Email, Log a Call, Map, View Website, and Read News.

Type of Actions

Within the categories of actions, you can have different types of actions, depending on their function.

  • Create actions let users create records.
  • Send email actions available only on cases, give users access to a simplified version of the Case Feed Email action on Salesforce1
  • Log call actions let users record the details of phone calls or other customer interactions.
  • Question actions enable users to ask and search for questions about the records that they’re working with.
  • Update actions users make changes to a record.

Steps to define Quick action

Now it’s time to define the quick action. defining quick action contains the below steps.

  1. Enable Actions in the Chatter Publisher
  2. Enable feed tracking for the objects for which you want to make actions available.
  3.  Enable actions in the publisher if you want to see both standard actions and non-standard actions in the Chatter publisher.
  4.  Optionally, enable feed updates for related records to display feed items on a record detail page when related records are created.
  5.  Create object-specific actions or global actions.
  6.  Customize the action layout with the fields that you want users to see when they use the action.
  7.  Add the actions to page layouts or global publisher layouts.

1. Global Actions 

Let’s create a global action that allows users to create an order from chatter.Global actions let users do tasks such as creating records or recording call details directly from the publisher on the Home tab, the Chatter tab, the action bar on the Salesforce1 feed, and Chatter groups.  You can also add global create actions to record detail pages.  Global actions enable users to create object records, but the new record has no relationship with other records.

  1. From Setup, enter Actions in the Quick Find box, then select Global Actions.
  2. Click New Action.
  3. For Action Type, leave Create a Record selected.
  4. For Target Object, select Order.
  5. Enter Label as “New Order”
  6. On Success Message Enter “Order is successfully created “

After click on Save page will redirect to action layout which allows users to customize action layouts as shown below. action layouts are similar to page layout where you can add fields to layouts. add the fields as shown below and click on save.

Predefined field values

Predefined field values will populate the values with predefined values on the action. Setting up predefined values for certain fields on actions can increase your mobile users.  Go to global action New Order which we created. you can see related predefined values.In the Predefined Field Values related list, click New and add fields as shown below.

Adding to Global Publisher Layout

Global publisher layouts determine which actions appear in the publisher in various pages throughout Salesforce, including the Home tab, Chatter tab, and Chatter group detail pages in the full site, as well as the action bar and action menu in Salesforce1. Global publisher layouts can include only global actions. Go to publisher layout edit and add the global action as shown below

Now you can able to see global action on chatter feed as shown below

 

2. Object-Specific Quick Actions

Object-specific actions let users quickly create or update records, log calls, send emails, and more, in the context of a particular object.You create object-specific actions in the context of the object. object-specific create actions create records that are automatically associated with related records. For example, you add an object-specific action on the Account object that creates contacts. If a user creates a contact with that action on the detail page for the Acme account, that new contact is automatically associated with Acme.Object-specific update actions make it easy for users to edit records. You can define the fields that are available for update.Let’s assume that you wanted to create a Competitor from the account feed. We are going to create a quick action on the account.

Create an Object-Specific Action

Go to Account Object -> go to Buttons, Links, and Actions and click New Action and create an Action as shown below

Add an Action to Account Page Layout

After creating an action you need to add to the page layout to appear in the feed. Go to Account Page and add the action as shown below.Finally, you can see the Action on feed as shown below.