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#Work Queue9 utenti parlano di questo argomento

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Sarah E (SFDC Admin presso Self)
20 ago, 16:47
Inbox Work Queue Feed notifications disabled

Wondering if anyone else is experiencing this: 

 

In the Inbox pane > Feed OR Work Queue > My Feed, users are seeing a new error message: "Notifications are disabled in the Feed. To see notifications about engagements and records assigned to you, turn them on." 

 

We're directed to My Feed on the website. I can then select "Show Notifications" (I had to go update my Chrome settings to allow notifications from Salesforce), and after refreshing, I'm seeing the alerts pop up again. 

 

HOWEVER, the notifications in Inbox are still disabled. I've relaunched Inbox and Outlook a few times and the setting doesn't seem to be sync'ing over.  

 

We've never encountered this before so I'm not sure why this message is coming up suddenly. 

Is Inbox just being slow?  

 

 

Inbox Work Queue Feed notifications disabled

 

 

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#Work Queue  #Salesforce Inbox  #Salesforce Admin

1 risposta
  1. Mark Bates
    28 ago, 11:23

    Also experiencing this, were you able to find anything more?

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Eric Henderson (Salesforce Adminstrator presso Bentley Motors) ha fatto una domanda in #Omni Channel
26 ago, 10:33
Adding Tasks to Omni-Channel Queue

Hi Everyone, 

 

I know that there is currently a live idea on this topic but i just wondered if anyone had found a work around to this blocker? 

 

https://ideas.salesforce.com/s/idea/a0B8W00000Gdl3yUAB/allow-tasks-to-be-routed-through-omnichannel

 

 

I know that tasks can be adding a Queue (list view) in lightning but i need to have the tasks show up in the Omni-Channel queues so that they can be assigned out to agents at our Contact Centre. 

 

All of our tasks are related to cases but we don't want the tasks to be tied to one single agent (owner) they need to be in the Omni-Channel so that the tasks can be picked up by the next available agent on the day the task or tasks are due. 

 

I hope that makes sense. 

 

Thanks 

 

Eric 

 

#Omni Channel  #Work Queue  #Tasks

1 risposta
  1. Kundan Kumar Jha (Infosys)
    26 ago, 16:59

    Hey Eric, 

     

    Real workaround exists via Omni-Channel Flow, and it's the same mechanism Salesforce uses for cases, custom objects, etc. 

     

    Per Salesforce's own Route Work documentation, Omni-Channel can route work items to reps for standard and custom Salesforce objects, not just the traditionally supported channels (Case, Lead, Chat). Since Task is a standard object, you can: 

     

    1. Create a Service Channel for Task (Setup > Omni-Channel > Service Channels > New), this turns Task records into routable work items 

    2. Create a Routing Configuration and associate it with your queue 

    3. Build an Omni-Channel Flow (Setup > Flows > New Flow > Omni-Channel Flow type) that fires when a Task is created/due, and uses a Route Work action to push it into your Omni-Channel routing config, rather than a static Queue owner assignment 

    4. Don't assign an individual Owner on the Task, let the Route Work action handle assignment dynamically to the next available agent 

     

    This is exactly the same pattern used for Email-to-Case routing (Omni-Channel Flow + Route Work action instead of a fixed assignment rule), just applied to Task instead of Case. Since your Tasks are already related to Cases, you can build the flow logic off Case criteria while still routing the Task record itself. 

     

    One caveat: confirm whether Task supports being added as a Service Channel object in your org edition, if it's greyed out in the Service Channel object picklist, that would confirm the Idea's limitation applies at the object-type level, not just the UI. 

     

    Reference:

    https://help.salesforce.com/s/articleView?language=en_US&id=service.omnichannel_route_work.htm&type=5

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Curtis Hale ha fatto una domanda in #Salesforce Admin
5 ago, 07:50
Deleting "my feed" items in workqueue no longer possible?

Within work queue, it used to be possible to delete/mark as read individual items from "my feed". Now, our agents have to open each notification individually to "read" it and remove the notification. 

 

They get so many per day that it's not possible to go in to each one each time. It seems this changed recently but i see nothing about this anywhere.  

 

#Salesforce Admin  #Work Queue  #Salesforce  #TrailblazerCommunity

6 risposte
  1. Elisa Landgraf (American National University)
    19 ago, 19:08

    @Curtis Hale and @Kundan Kumar Jha  

     

    I had a case in for this issue. Here is the response from Salesforce Support: 

      

     "Based on our investigation, the current behavior appears to be working as designed following a recent product update. We confirmed that this is not related to user permissions, profiles, or configuration changes in your Salesforce org. 

     

    The update introduced changes to the My Feed experience, including: 

     

    The red “X” previously used to dismiss individual feed items is no longer displayed. 

    The Open Count is also no longer shown. 

     

    Users can continue to view and filter their My Feed notifications; however, the option to manually dismiss individual items is no longer available in the updated experience. 

     

    This behavior is consistent across users and has also been observed in other Salesforce orgs following the update. Based on the information currently available, it does not appear to be an org-specific issue or product defect. 

     

    Additional information about the related product changes is available in the Salesforce Release Notes: 

     

    https://help.salesforce.com/s/articleView?id=release-notes.rn_sales_sales_engagement_on_core.htm&release=262&type=5

     

    We understand that the removal of the dismiss option affects how your users manage their daily notifications, and we appreciate you bringing this change to our attention." 

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Bruce Hayes (CEO presso CTO Marketing Ltd) ha fatto una domanda in #High Velocity Sales
31 ago 2021, 13:30
Sorting work queue in HVS

Hi there,

 

Not sure if I'm missing something obvious, but I can't seem to find how to sort my work queue within High-Velocity Sales by either country or account (Ideally both would be preferrable).

 

My inability to do this is causing inefficiencies that outweigh the main benefit of HVS which is the structure of outreach activity.

 

When making phone calls to international prospects I am not able to sort the queue by country/time zone, this means I cannot just get my head down and whizz through a list of available targets at any given time of day.  also if there are multiple targets from the same account within a cadence step, I cannot group these together and approach them strategically.  Creating a dedicated cadence by time zone and account is far too time-consuming..

 

How do other people manage this, is there a setting that I've overlooked?

 

Thanks

 

#High Velocity Sales  #Work Queue  #Sales Cloud

5 risposte
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Rex Varn (IT Administrator & Analyst presso VOCO America) ha postato in * Salesforce Sales Engagement *
18 mar 2021, 17:43

Two Questions for the group:

 

1) It appears there is a 20 Sales Cadence Limit when a User is looking at their Work Queue. Is that something that can be changed to include more Sales Cadences?

 

2) Is there a way to update the Filters within the Work Queue and then Save those Filter adjustments? Our Users are having to apply new Filters each time they login.

 

Thank you all in advance!

7 commenti
  1. Victor Weilin Liu (Salesforce)
    7 dic 2021, 18:40

    what object are you planning on filtering against? We are planning on making improvements to the way filtering and sorting operate inside the work queue, but fully exposing filtering/sorting on every related object and their custom fields may not be feasible for the short term.

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