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Lou Derango a publié du contenu dans #Trailhead Challenges
12 mars 2025, 15:08

Is there a known issue with selecting the report type?  Omni-Channel trailhead using custom reports 

 

It shows correct report type in the screenshot, but still get the error. 

 

I did find an anomaly in the selection of the category.  I can only assume the app looks for the report in a specific category which has a miss-match. 

 

Any thoughts? 

Is there a known issue with selecting the report type? Omni-Channel trailhead using custom reports It shows correct report type in the screenshot, but still get the error.

 

 

Screenshot 2025-03-12 094909.png

See the "Store in Category" doesn't match what was actually selected.  Repeated the process several times, and other selections are shown verbatim of category selected and what is shown in summary... except for "Customer Support Reports" 

 

Screenshot 2025-03-12 093108.png

 

 

Screenshot 2025-03-12 093125.png

 

 

 

#Trailhead Challenges  #Omni-Channel Implementation

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Roman Regmi a posé une question dans #Omni Channel
11 mars 2025, 19:24
Unable to see the Presence Status value in Omni Channel

I have added the Presence Status to the Profile, but can't see option for online status. I have enabled the user as a Service Cloud User. However, that too didn't work.   

 

Note : this configuration is done for custom objects. Also, I can't see the Queue I have created. 

 

Unable to see the Presence Status value in Omni Channel

 

Screenshot 2025-03-12 010739.png

 

Screenshot 2025-03-12 010821.png

 

#Omni Channel  @* Service Cloud *

 

 

#Omni-Channel Implementation  #Service Cloud

5 réponses
  1. Roman Regmi
    17 mars 2025, 17:09

    @Laura Buonaiuto I have done that (As shown in the screen shots). It still doesn't show.

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Nelson F (Senior Salesforce Admin chez Ritz-Carlton Yacht Collection) a posé une question dans #Service Cloud
21 nov. 2023, 15:04
Can we prevent bulk case assignments via omni-channel?

Looking to implement omnichannel so it can route cases in a round-robin fashion. We hit a speed bump when we realized that omnichannel routes cases based on the capacity of an agent. Wondering if there is anywhere in OmniFlow that we can route work 1 at a time regardless of that agent's capacity.

 

#Omni Channel #Omni-Channel Implementation

1 réponse
  1. Magulan Duraipandian (NeuraFlash)
    21 nov. 2023, 23:04

    Nelson,

    If the agent has capacity, then it will assign all the cases until the capacity is full if only one agent was available at that time. Round Robin is not possible if the agent have capacity and available.

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Amanda Malloy (Senior Business Analyst chez Salesforce) a publié du contenu dans * Salesforce Administrators *
21 juil. 2017, 19:11

I know it's Friday afternoon but I need some help with Omni-Channel implementation. Who can help me understand why my cases are not routing to OC? I've read the documentation (numerous times), as well as, followed the steps to test the implementation and it still isn't working. I WILL get this to work before I leave the office today. :) Anyone?!

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Roshan Sahatiya (Director, Business Transformation Architect chez Salesforce) a publié du contenu dans * Salesforce Administrators *
12 janv. 2017, 08:58

Omni-Channel Implementation

 

I am in process of setting up Omni-Channel. The requirement is that when an Agent accepts a case, the case status should be updated to 'In Progress'.

 

I know that the owner of the case changes from the Omni-Channel Queue to the agent who accepts the case, however this event doesn't trigger any workflows rules or Apex triggers which makes field updates hard.

 

Have anyone experienced the same scenario or have gotten a way around it? Any ideas would be appreciated.

 

Thank you

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Xavier Nazario (Salesforce Administrator chez Customer) a publié du contenu dans Service Cloud Users
5 août 2015, 12:07

I see that the Omni-Channel Implementation link actually works from the list on the left pane of this group, but under "Known Issues - Fixed" for Summer 15 they state that the links to the Implementation & Dev guides (within the Omni Channel setup screen) have been fixed...but they don't appear to be, still get an invalid redirect error for both.

Can someone tag the proper resource to alert them? The links they provide in the "fixed" page also give an error :)

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  1. David Darkins (Accenture)
    5 août 2015, 12:49
    Oh no sorry....they previously worked for me and it was what the product management team sent me.
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