Guide to setup Omni Channel in Salesforce with Video

We can route case or lead records to Queue on basis of assignment rules. Queue can also be set as an owner for custom object records. However, once record is assigned to queue, it needs manual intervention to assign it further to members in queue or queue member can assign to themselves. Queue members assigning to themselves, however may result into cherry picking. Some agents may resolve easier cases and some of them only gets time consuming or hard cases.

Omni-Channel offering from Service cloud is promising product and resolves this problem to some extend. It can automatically route records to agents in queue on basis of incoming case complexity and work load of agents.

Omni-Channel in Salesforce
Omni-Channel in Salesforce

In this post, we will walk through steps to set up Omni-Channel.

Setting up LiveAgent in Salesforce – Video Tutorial

This Video tutorial will help on basics of LiveAgent in Salesforce. It will Explain

  1. How to enable Live Agent
  2. How to add Chat Buttons
  3. How to add Skills and Agent Configuration
  4. Adding Deployment
  5. Chartlets
  6. Setup Service Cloud Console to use with Live Agent