Many times I struggle to remember how to configure some components in Service cloud because, there are many features which has been disabled. Many new feature needs some extra configuration to enable it. For example, like to enable Knowledge One, we need to disable traditional article component
This video explains some of basics of configuring Service cloud console in Salesforce.
Below are topics covered in this video :
Setting up Highlight Panel
Enabling Knowledge One component and auto search article on basis of Subject entered
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.
In this post, we will walk through steps to set up Omni-Channel.