#Services Cloud Omni-Channel0 discussing

Hello All,

Need help/ deck/ content with Salesforce Service Cloud offerings on Service Console, Email to case, Web to Case, Live Agent (Chat), Knowledge, Omni Channel. Have to present to a customer. Trying to collate the best of the minds out here.......PLEASE share.

Please help........really looking fwd. to get some deck/ content that any of you may have.

Does anyone have experience with implementing Omni-Channel? More specifically when it comes to prioritizing cases based upon "high" or "low" to route appropriately to CSRs. Also, I have some questions on case loads and best practices. Any advice/direction is greatly appreciated!

#Services Cloud Omni-Channel #Omni Channel #Cases 

Hola a Todos?,

Tengo un chatbot Mejorado integrado con un canal de mensajería de WhatsApp. Necesito hacer que el bot pueda pedirle al usuario de mensajería que seleccione una opción y, con esta selección, transfiera al usuario a un agente de la cola elegida en dicha selección. ¿Podrían ayudarme con alguna idea para hacerlo? ?

#Einstein Bots  #Chatbot  #Services Cloud Omni-Channel

 We are trying to change from queue-based routing to skills-based routing in order to have a system where, when an agent is out of the office, Cases can be routed to other agents easily and when one agent is busy, a backup agent can handle that agents Cases, without having to manually move the Cases.

We have four agents and four skills (N, S, E, and W).  Each agent is the primary agent for one of the skills.  Each agents is the first backup for a second skill.  All agents backup all skills, to some extent.

For example, the primary agent for the N skill is the first backup for the E skill.  This agent is ranked 10 for N, 7 for E, and 5 for both S and W.  The primary agent for the E skill is ranked 10 for E, 7 for N, and 5 for both S and W.

What I want is for the N agent to be assigned any N Cases first, irrespective of whether there are any older E, S, or W Cases waiting.  If there are no N cases waiting, I want the N agent to be assigned any E cases, irrespective of whether there are any S or W cases waiting.  If there are only S or W cases, it doesn't matter to me which is assigned first.

Right now, the N agent is getting non-N cases ahead of N cases.  How can I change this to work as I need it to work? 

#OmniChannel Skills  #Omni-Channel  #OmniChannel Issues  #Services Cloud Omni-Channel

Skills Based Routing

We have two queues: basic and escalated.  In the Routing Configurations, we have applied two basic skills to the basic queue and ten skills to escalated queue.

The idea being, when a Case is placed in the Basic Queue, OmniChannel only needs to look to see if an Agent has either of the basic skills to present them a Case.

The issue: when I look in the Skills Backlog of OmniChannel Supervisor, the cases are queued up with all the extended skills, even though the queue should only be checking for the two basic skills.  How do we handle this?

1. hide the extended skill attributes from the Case when it's in the basic queue?
2. use Apex to create the PendingServiceRequests?
3. something else?

What role does the Skills Configuration of a Routing Configuration play within a Queue, if Omni-Channel is going to look beyond the scope of those skills to try to route a case?

@Service Cloud Users @* Service Cloud * #Omni Channel #Omni-Channel #Services Cloud Omni-Channel 

Check out NeuraFlash's new Blog as part of our Service Cloud Series.  If you are looking at Service Cloud or adding new channels and/or want to enhance your Service Cloud environment please let us know.  We would welcome a discovery call with you.  

SERVICE CLOUD BEST PRACTICES #3 | 5 TIPS FOR BUILDING OUT THE BEST CUSTOMER EXPERIENCE ACROSS CHANNELS

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SERVICE CLOUD BEST PRACTICES #2 | THREE PRIMARY STEPS TO CONFIGURE YOUR SYSTEM FOR BEST RESULTS

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