Questions tagged [omnichannel]

Omni-Channel is the Service Cloud’s comprehensive customer service solution that pushes work to agents in real time, right from the Salesforce console

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56 views

Chat case assignment based on the previous case owner. Omnichannel

To increase the experience of our chat users we would like to redirect always the same consumer to the same service agent (in case it is available and with capacity), doing that the consumer can ...
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1answer
11 views

routing omnichannel message to our own custom-made chat plugin

I have integrated the web bot on a community page in Salesforce and configured the appropriate Einstein Bot using Dialog and Intent successfully. Now, in order to receive the message from a customer ...
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15 views

omni channel cases placed in queue after changing the owner

i have a logic in place when case owner is changed that case should drop off from Skills Backlog in omni channel supervisor which is working fine in trial but not in prod. Tried all possible ways but ...
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25 views

Omni Channel - Case is Not Routing to Queue

I have created only ONE QUEUE for Omni Channel - Even assigned myself to the Assigned queue users - Cases are not coming to the Queue when the Case Owner is changed from 'User A' to the Queue Tried ...
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18 views

Salesforce Omni Channel Queue Based Routing for Guest created cases

I am working on Service Cloud and while doing Omni-Channel Queue based routing testing I have encountered an issue. I have created a Community (Public) and allowing guests to create cases from the ...
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1answer
28 views

Insert AgentWork records on test context

I am currently trying to build a schedulable class that will perform several operations based on a scope of AgentWork records. However, on the creation of AgentWork records for the test class, I am ...
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34 views

Use advanced skill-based routing for chat

I am using chat with OmniChannel I have routing requirements that are much more than the queue-based routing So I am trying to implement skill-based routing On the basic skill-based routing if a ...
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1answer
35 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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38 views

chat embedded_svc.settings.fallbackRouting not working

I am trying to implement a fallback routing mechanism for my chat implementation with skills routing. I am putting my chat snippet in a VisualForce page: <apex:page showheader="false" ...
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1answer
48 views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
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28 views

Skill-based routing for chat

We are trying to implement skill-based routing for a chat. We have only one type of skill - language. We have customers in multiple countries. They are always logged into our community. We would like ...
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1answer
18 views

Omni Channel Setting -MAX 3 Chats & 1 Case

I am trying to configure omnichannel so an agent can get a mix of chats & cases, but only a max of 3 chats & 1 case. Struggling to configure to stop at 1 case when no chats presenting & ...
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46 views

Routing Chats created in live chat omni-channel skill based routing

We are trying to implement Live Chat into our Salesforce environment using the sales use case rather than the service use case being the creation of leads. For this we have set up a pre-chat form in ...
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17 views

How can we route chats to the case owner

How can i route chats from community user to the case owner? Please suggest some approach. How can we route chats to the agent as we route Cases using Apex class and skill-based routing ? Can we ...
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30 views

Custom pre chat form that route chat to case owner

I want to create a pre chat form in which community user enter the case number and based on the entered case number i want to find the case details like property name,case owner and then i want to ...
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1answer
94 views

Amazon CTI and Omnichannel not updating

Usually, if you update the omnichannel status to say 'Break' it will update the Phone status to 'Break' and vice versa but this no longer works and no changes have happened. Does anyone have any ideas?...
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30 views

Route omni channel based on case origin

I am trying to configure Omnichannel in my Salesforce org. I need route cases based on origin field (Email, Web, Phone) to agents based on their presence status (Available-Email, Available-Web, ...
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1answer
27 views

Run automation on a record routed by omnichannel

As per this article, Salesforce doesn't run automation when a record is being routed via omnichannel. I also checked via debug logs - when omnichannel routes a record, no debug logs are spawned. We've ...
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34 views

Omnichannel Lightning how to transfer chat to correct queue based on prechat form details

I have Embedded chat on page where User can have question about 2 different problem types.Since we can have only button we thought of asking user in prechat form for what problem type they need ...
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1answer
52 views

Skill Based Routing - Assign a skill to a Public Group/Queue

Just started working with Omnichannel's Skill-based routing - the business asks if it's possible to assign a skill to a set of users via public group or queue. Example: I've got users Bob, Jane, Jim. ...
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44 views

How to add custom object fields in a pre chat form

I have to display fields from a custom object in a Pre-chat form. The pre chat form currently allows the fields from standard objects (Case, Lead, Contact). If we design a VF page to display the ...
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75 views

How to send auto greeting custom message in salesforce live chat for omni channel

Below is my custom code for live chat which is working good but I need to implement an auto greeting message to the customer which should include salutation last name. (EX. Hi MR Pal how may I help ...
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73 views

PendingServiceRouting related to SocialPost

I can't seem to create a PendingServiceRouting record related to a SocialPost via apex. I can create PendingServiceRouting records related to cases, we've been doing this for a while. When executing ...
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37 views

Embedded Service Deployment Offline Support

I created a Embedded Service Deployment and enabled chat on it. I am trying to configure Offline support to a specific record type but it looks like it is not respecting that specific record types ...
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1answer
45 views

Chat Agent Status Switching to Offline

We have recently implemented Chat Agent/OmniChannel Routing in our Community site. It works well so far, but we have found that the Agent Status is set to Offline if the Agent navigates to other ...
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1answer
31 views

how to create bulk cases in test class?

I have authored a batch apex and it runs in a specific period of time and checks how many cases are pending in the omnichannel queue. It sends an email when cases count is more than 1.5Lakhs. I am ...
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29 views

Omni Channel - Assigning Work to Queues

I'm working on setting up Omni Channel for my org. I have a pretty good sense of how Omni Channel routes "work items" to agents from queues. However, I'm struggling to grasp how "work items" are first ...
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16 views

Whats the difference between omni channel routing and normal routing in salesforce?

I am currently working on omni channel. I want to know the difference between normal routing in salesforce and omni channel routing. When can we use omni channel over normal routing in salesforce.
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22 views

OmniChannel Chat “Conversation” tab customization

Is it possible to customize the chat user experience in SF lightning? Use Case- Our support users are chatting with multiple customers at a single time. Right now each chat opens up as a separate tab/...
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115 views

Integrate external routing for omni channel (connected app vs. API)

We are building a managed package ISV app for a customer that wants to route Service cloud Cases based on its own algorithm (their backend). I am quite new to Service Cloud and OmniChannel but found ...
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86 views

Unit tests for MessagingSessions in Service Cloud

I'm struggling with writing apex unit tests for my new Messaging Channel. I just configured Facebook Messenger as new messaging channel for existing OmniChannel. When someone is starting conversation ...
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72 views

Omnichannel not showing cases in console

I have a visual flow that has a form. The flow is placed on a community template. Upon submission of a form inside flow, a case gets created in salesforce. Now in Salesforce we have case assignment ...
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84 views

Skill Based Routing Multiple Skills

I'm trying to route a case based on multiple skills. The sample Apex code provided by Salesforce https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_define_apex_action_class....
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106 views

How to support Chat in multiple languages: one deployment multiple button ids?

Goal: We want to display the same chat deployment on all different language locales in a community page, and then dynamically set the chat deployment button id based on the language. Ideas: We know ...
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1answer
223 views

PendingServicerouting trigger

I have a requirement to route cases based on case creation date instead of when the case enters the queue. I am planning on creating a trigger on pendingservicerouting before insert to update ...
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1answer
365 views

Einstein Bot - Queuing enabled on button level but “Transfer to Agent” dialog is giving NO AGENT available message

My use case is: Omni Channel Queue based routing enabled. Presence Configuration capacity:1 Bot enabled and configured Snap-in deployment in use Chat Button level "Enable Queue" is checked and "...
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217 views

Remove cases from Omni channel routing

In my current Omnichannel implement, I'm using both chats and Cases to route work to agents. Now we don't want to use Omnichannel for Cases, we just want to use chats. For this, I tried to delete the ...
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16 views

Unable to See Service Resource App after enabling Skill Based Routing

I am in my sandbox setting up omni channel for demo and when I click enable omni channel and enable skill based routing I see the newly enabled Service Resource and Service Resource Skill objects but ...
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1answer
145 views

Trigger can created on UserServicePresence while Salesforce doc says it is not supported. Can we package the trigger as well?

Trigger on UserServicePresence object can be created after we enable omnichannel. Can we package this trigger? As target org can be having omnichannel settings disabled. Salesforce doc says trigger ...
4
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1answer
565 views

How to determine Omni-Channel Agent's current capacity in APEX?

I have a requirement to get the list of online agents with available capacity. I could get the online agent list by querying UserServicePresence, But I can't figure out how to get the current ...
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1answer
497 views

Anyway to clear the omni channel Queue based backlog?

I have off an on been working on implementing omni channel and at one point I thought I had it working in sandbox so I moved it over to production. It didn't work and I had to stop agents from using ...
1
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1answer
174 views

Omnichannel queue-based and normal queue routing

I want to use queue based routing in omnichannel but, there is also the standard queue assignement in salesforce, that most people have used until now. Can we do both at the same time ? Thanks a lot
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1answer
74 views

Salesforce DX - Omni Channel [closed]

How is Omni-Channel deployed in DX ? Complete? Lots of manual work ? Thanks a lot
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0answers
164 views

Lack of CaseId on LiveChatTranscript

TL;DR: For some LiveChatTranscript records, CaseId is empty although standard Salesforce functionality is used and Case is created before Chat is ended. Although this problem was already mentioned ...
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1answer
210 views

OmniChannel Chat status remains Available even if the capacity goes to 100%

We have an omnichannel setup for Chat - we have done all the presence configuration ...., but the issue that we are having is with the Status of the agent - it always shows as available even if the ...
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1answer
982 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
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54 views

CloseAgentWork for Lightning Experience

I'm trying to remove the workItem from my Omnichannel whenever an End User or an Agent End the chat. For this, I'm writing this Lightning Component. If I have 3 workItems and the 2nd Agent end the ...
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1answer
27 views

Summation of OMNI work items and Non OMNI work items (Open tabs)

Hello Salesforce Experts, I have requirement that, We need the Count of Tabs(Service Requests) were opened, When the Salesforce Omnichannel assigned service requests and not assigned by Omnichannel. ...
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2answers
420 views

Omni channel for sales cloud

I have tried the omni channel for chatting on the service cloud. Can we use the omni channel for chatting on the Sales cloud? If yes, then how to configure it? Also, what is the cost for using the ...
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1answer
133 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...