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9 votes
Accepted

Omni Channel Routing Model - Least Active Explanation

How come Agent A who is having 3 work items has the capacity impact of 1? You've misread this part. Agent A has a used capacity of 3; they have three items worth one capacity each. In this example, ...
sfdcfox's user avatar
  • 495k
7 votes
Accepted

Automatically associate chat transcript to case and account

When manually creating the Case in a console component instead of letting Salesforce create the Case automatically via pre-chat or deployment API then you will need to use an apex trigger on the ...
Doug Ayers's user avatar
  • 4,196
6 votes

Logging into OmniChannel does not login to LiveAgent

The first thing i recommend you do is go to Customize > Omni-Channel > Presence Status and get the names of the presence statuses for when your users are online. Next, go to Customize > Manage Users > ...
crmprogdev's user avatar
6 votes
Accepted

How Apex Clone Works

When using the clone method, you need to pass in four true values to preserve/copy everything. sObject clonedRecord = sourceRecord.clone(true, true, true, true); You can read more in the ...
sfdcfox's user avatar
  • 495k
5 votes
Accepted

Unable to fetch queues in Live agent button + omni channel

Queue->select the queue which u r using in omni ->Supported Objects-> select Live Agent session and Transcripts. Then it will works
phani's user avatar
  • 66
5 votes
Accepted

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

As Kris suggested, I have used similar to make a custom omni supervisor component, you can use status of AgentWork and UserServicePresence to find out current capacity of the Agent. ...
Pranay Jaiswal's user avatar
4 votes

Omni Channel Supervisor not showing assigned queues for an agent

This is due to the fact that one the User record you may not have "Service Cloud User" checked. You need to make sure both "Chat User" and "Service Cloud User" is checked ...
payamf1's user avatar
  • 367
4 votes

Salesforce DX - Omni Channel

Welcome to SF StackExchange, AFAIK Omnichannel configurations are not deployable by change sets alone and thus also not supported by SFDX. "We do not have any option to include the configuration ...
Atlas Can's user avatar
  • 1,877
3 votes
Accepted

Include Omnichannel Routing Configurations in Change Set?

Unfortunately that seems not to be possible. I was just trying to do the same and asked one of our gurus who told me to just replicate the steps in production... only thing I was able to get into ...
jpaulamaki's user avatar
3 votes
Accepted

Does the Prechat API work with Omni Channel and Lightning?

Yes it absolutely works. You haven't provided enough details to identify specifically where your code is failing, but I just set up a Prechat page which routes to Omni Channel, and it creates a Case ...
Adrian Larson's user avatar
  • 150k
3 votes

Is Live Agent possible with Leads and the Sales Console?

I guess Live agent does not support Sales objects but lightning powered live chat version does work ...it's called "Snap In"... there are lot of documents how to implement it... https://resources....
Ayub's user avatar
  • 3,533
3 votes

omnichannel - routing configurations

No need to create 1:1 mapping between routing configuration and queue. Routing configuration helps in deciding logic of allocation like Most Avaiable/Least Active and capacity consumption to be ...
Kiran Machhewar's user avatar
3 votes

Omnichannel: how can I remove Presence Statuses?

I suspect you'll have to do a few other things before you can remove them. First, remove the permission sets you created for your Users that gave them access to their Presence Status for each channel ...
crmprogdev's user avatar
3 votes

How to succesfully test AgentWork trigger?

This is a very interesting scenario, which everyone faced while testing/deploying omnichannel. Inserting is not allowed and as manish porwal suggested you have to make test running user as active on ...
Pranay Jaiswal's user avatar
3 votes

Facing issues with Omni-Channel

Found that trigger & workflow rules do not fire for any updation by Omni-Channel. These functionalities are restricted by Salesforce. Because when the omni-channel feature was built salesforce ...
Shreekant Sahu's user avatar
3 votes
Accepted

Any way to get the current wait time in a chat queue?

So for completeness I'm going to answer my question. Agentwork only works if you are using OmniChannel for chat. LiveAgent chat will not populate Agentwork object. Now one thing to call out there is ...
Halfwarr's user avatar
  • 619
2 votes

Any way to get the current wait time in a chat queue?

There is no way directly from Salesforce to give a wait time. You could implement a custom VisualForce page and use the liveAgent:clientChatQueuePosition component, along with historical data from ...
Matt Barry's user avatar
2 votes

Omnichannel Skill based routing

Currently it is not supported by Omni Channel and is listed in IdeaExchange Omni-Channel Skill Based Routing You can vote for the ideas.
Santanu Boral's user avatar
2 votes

Include Omnichannel Routing Configurations in Change Set?

You can migrate these with a workaround using data loader. Export all (or filtered) records of the Routing Configuration (QueueRoutingConfig) object from the source org(make sure you select the "Show ...
Robin's user avatar
  • 21
2 votes
Accepted

Omnichannel routing - not working as expected

This may have been the result of a few things: In my attempt to debug what was happening, I had multiple tabs and browsers open with Omni-channel in them. It seemede that the Omni-channel session was ...
Bigears's user avatar
  • 1,131
2 votes

chatbot transfer to live agent is showing me no agents are available

I ran into the same issue: what you need to do is create 2 queues. The bot and agents should be in one queue (this will be used for the handoff from bot to agent. The other queue is only for agents ...
Larry's user avatar
  • 21
2 votes

Agentwork trigger - declined reason field is not writable need help to write test data

It's most likely that DeclineReason is a formula field based on the case object. Instead of trying to set it directly, make sure that the fields on the case are filled out correctly, insert the case ...
gNerb's user avatar
  • 9,501
2 votes
Accepted

How to change UserServicePresence in Salesforce and How to get the list of Status shared to a profile?

Update : Salesforce Support replied that OmniChannelToolKitAPI for Lightning is not supported in Mobile! The UserServicePresence cannot be changed from anything other than this ToolKit or ...
codingkiddo's user avatar
2 votes

CaseId is not associated to LiveChatTranscript record as expected

We had the same issue on our Org. We already opened a ticket with Salesforce. So wish you/us luck. Thing has escalated already. Workaround is to use an on before trigger on the LiveChatTranscript to ...
tugamaster's user avatar
2 votes

Omnichannel skill based routing, not assigning case to service agent

Similar problem i faced in my project initially. What i did to solve it go to user record and check the Service cloud user check box. After checking the checking box, log out from salesforce and again ...
manish porwal's user avatar
2 votes
Accepted

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

When a work item is assigned to user through omnichannel. It creates one entry in Agent Work object. If a workitem is in user omnichannel then agent work status is assigned. If workitem moved to my ...
manish porwal's user avatar
2 votes

Omni channel for sales cloud

Yes, you can use Omni Channel for Sales cloud for Leads, Order, Custom Objects, But not for Opportunities. Supported Objects, Though you can work around using a shadow custom object. Each sales cloud ...
Pranay Jaiswal's user avatar
2 votes

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

I have faced with similar issue in my omnichannel implementations and found triggers on this object can be created but they do not fire, or at least shows up in apex debug logs.
Atlas Can's user avatar
  • 1,877
2 votes

chat embedded_svc.settings.fallbackRouting not working

Well I am not sure if you're still looking for answer to that but I had to implement fallback routing and that too dynamically. So initially it checks the agent availability based on the button ...
Monika's user avatar
  • 21
2 votes

Cannot see conversation in omnichannel widget

I faced a similar issue, and I was able to solve it by adding an additional component to the layout page. Once you're on the page where you accept the messaging, click on 'Setup' located in the top ...
André Santos Pereira's user avatar

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