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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32 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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23 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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18 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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25 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
35 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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29 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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44 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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44 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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24 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
33 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
28 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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25 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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14 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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21 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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77 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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51 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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37 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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71 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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61 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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139 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
262 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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149 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
110 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
380 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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271 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 ...
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1answer
140 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
57 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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157 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
124 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
668 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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47 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
23 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
313 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
110 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 ...
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1answer
74 views

Is there are any ways an agent can see the number of pending chat requests on omni channel? [duplicate]

I am facing a scenario where an agent can see 4 cases in the omni channel. The agent can not see if there are any pending cases in the queue unless the agent closes one case down from four. Simply, i ...
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1answer
185 views

Can Omni-Channel be used with Sales Cloud using Service Cloud feature license?

Being on Sales Cloud only, can we make use of Omni-Channel for Lead Assignment using Service Cloud feature license? Thanks
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1answer
168 views

AgentWork Trigger After Update is not cover using test class

I am writing a trigger On AgentWork with helper class. I have to write a trigger helper test class to cover helper class. Helper class successfully cover but trigger not cover for the helper test ...
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1answer
105 views

How to get current logged in user's omni -channel assigned work queue in lightning experience or apex or in VisualForce Page

I want to fetch assigned cases or leads to a logged user in user in Omni-Channel, by using Lightning component or apex or visual force pages. I tried many methods but I am not getting a response in ...
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1answer
75 views

Can we update the status of Omni-Channel (Like available, Busy, Offline) through REST API call?

I have a requirement to update the Omni-Channel status from third party application. Like through third party, I can set the Omni-Channel status to Available, Busy or Offline. Can anyone help on the ...
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16 views

Report over PresenceServiceRouting

I have all the routing been done by routing skills, so the omni-supervisor have many many many information. Is it possible to create a report that shows all the information present in omni-supervisor ...
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180 views

How to navigate from a custom pre chat component to “start chat” in live agent

I have created a custom lightning component. This component has two more child components which render as per the user selection. One of my child components is for lead, which inserts lead records. ...
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1answer
31 views

Omni Channel:Can we route a case to all members of a queue

I am facing some difficulty to understand Omnichannel, In omnichannel can we route the case notification (work item) to all members of a queue at the same time.
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102 views

Translate Customer TimeOut Warning Message for LiveAgent

For the Live Agent if the Customer is idle for XX seconds it displays the warning message as "Chat session ended because the visitor timed out." But i want to translate this warning message in ...
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0answers
656 views

Omni-Channel Skills-Based Routing and the (completely undocumented) Summer '19 PendingServiceRouting.PreferredUserId Field

So, on a completely unrelated issue, I was checking the PendingServiceRouting field reference in the omni-channel developer guide, when I came across a field called PreferredUserId and I was like shut-...
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89 views

Getting Internal server issue in Console when performing search based on mail ID - Live agent

Under Live agent, getting Internal server issue when performing a search for Contact record based on mail ID field value from Pre-chat form. Below is the error: An internal server error has ...
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1answer
113 views

Skills Backlog Query

Is there a way to query for items in the Skills Backlog? This is the tab in Omni-supervisor that shows any work that haven't been accepted.
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1answer
396 views

Omnichannel Supervisor Dashboard: Change queue feature

As per the documentation (https://help.salesforce.com/articleView?id=omnichannel_supervisor_change_queues_skills.htm&type=5), Omnichannel Supervisor can change the Agent's queue using the "Change ...
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2answers
803 views

Omnichannel skill based routing, not assigning case to service agent

I followed all the steps mentioned here to setup skill based routing Enable Omni-Channel Enable Skills-Based Routing Enable skill-based routing in your org. Create Skills for Skills-Based Routing ...
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1answer
42 views

Omni-Channel Lead Transfer Event

How can I capture the Omni-Channel 'Transfer' event? We need to do some custom post-processing or pre-processing when a Lead is transferred to another agent.