Get to Know Enhanced Omni-Channel
Learning Objectives
After completing this unit, you’ll be able to:
- Explain what Enhanced Omni-Channel is and what makes it powerful.
- Explain how Enhanced Omni-Channel differs from Standard Omni-Channel.
- Describe how to upgrade from Standard Omni-Channel to Enhanced.
Service Customer Interactions with Omni-Channel
Imagine you’re running a bustling retail business. Customers are reaching out to you through various channels—phone, email, and chat. Managing all these interactions can be overwhelming, but that’s where Salesforce Omni-Channel comes in. It’s like having a super-smart assistant who can juggle all these channels and make sure your team is always on top of things.
Rather than using a different application to manage each channel, Omni-Channel lets you efficiently manage customer interactions across multiple channels from a single interface. You can route incoming work items–such as cases, leads, chats, messaging sessions, orders, and other Salesforce objects–to the most appropriate resource in real time. You can efficiently distribute work items based on rep availability, skill set, and workload. Reps can use Omni-Channel to manage their incoming and outgoing work items. Supervisors can manage the entire contact center, including queues, reps, and even AI agents. They can also report across all channels in a consistent way.
Level Up Your Service with Enhanced Omni-Channel
Salesforce will retire Standard Omni-Channel in Summer ’26, and all businesses must move to Enhanced Omni-Channel. Enhanced Omni-Channel improves the efficiency and effectiveness of customer service operations, and offers a range of features that can significantly enhance the way you handle customer interactions. All of the latest features are developed for Enhanced Omni-Channel only. Let’s dive into why it’s a game-changer.
Enhanced Omni-Channel comes with these additional features, which aren’t available in the Standard version.
Feature | Benefit |
|---|---|
Omni-Channel Unified Routing | Lets you use Salesforce as your single system for routing voice calls alongside other channels. Routing takes place in Salesforce instead of in the external telephony or Contact Center as a Service (CCaaS) system. Unified Routing routes inbound, outbound, and transferred voice calls. |
Paused Work | Effectively manages rep workloads and large backlogs of long-running work for Enhanced Messaging and Voice channels. With status-based capacity, Enhanced Omni-Channel allows you to define Paused statuses for work items so reps can temporarily set aside work and resume it later. |
Omni Mobile | Enables reps to work remotely using a mobile device, while still supporting customers with data privacy and regulatory compliance. Using the Salesforce mobile app, reps can communicate with your customers via all enhanced channels, including WhatsApp, SMS, Enhanced Chat, and Apple Messages for Business, as well as cases and emails. |
Omni-Channel Sidebar | Provides a more user-friendly interface for service reps, making it easier to manage customer interactions efficiently. With more real estate, reps can see their work backlog, including paused work items. The sidebar also puts each rep’s worklist in their flow of work, rather than being hidden away in the utility bar. |
Agentforce Service Agent Monitoring | Helps supervisors ensure quality service by monitoring interactions between your service agents and customers. Raises flags on conversations that require supervisor intervention. |
Work Reassignment from Record Page | Enables service reps and supervisors to easily reassign work to another rep, skill, queue, or Omni-Channel flow directly from a record page. |
Omni-Channel Wallboard | Offers a centralized view of contact center health. Supervisors can monitor the status of service reps, queues, and work items to identify bottlenecks, unused capacity, wait times, and other problems at a glance. |
Customizable Omni Supervisor | Allows admins to add custom actions and tabs to make Omni Supervisor a one-stop shop where supervisors monitor all service channels in real time. |
Upgrade to Enhanced Omni-Channel
Ready to upgrade? Before you upgrade, review these considerations.
- Verify that your org isn’t already running Enhanced Omni-Channel. Salesforce orgs created after Summer ’23 have Enhanced Omni-Channel on by default.
- Before you can enable Enhanced Omni-Channel, upgrade standard service channels, including Chat (Live Agent) and standard messaging channels, to enhanced. If you don’t, the standard channels won’t work after you upgrade to Enhanced Omni-Channel.
- Upgrade Omni-Channel when reps are offline. If you turn on Enhanced Omni-Channel while users are online, reps must go offline, refresh their Service Console page, and change their status to available. Supervisors must refresh their Omni Supervisor page.
So how do you upgrade to Enhanced Omni-Channel? In the Omni-Channel settings, enable Enhanced Omni-Channel Routing and click Confirm. That’s it!
Wrap It Up
Why does upgrading to Enhanced Omni-Channel matter? In today’s world, customers expect quick and efficient service. If they have to wait too long, get bounced around between different reps, or aren’t receiving the service they need, they get frustrated. Enhanced Omni-Channel helps you avoid those problems. It makes sure every customer request gets to the right person, fast, which leads to happier customers and more productive teams.