Five important configuration in Service cloud console layout – Video

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 :

  1. Setting up Highlight Panel
  2. Enabling Knowledge One component and auto search article on basis of Subject entered
  3. Disabling related list on left panel
  4. Adding service console component on left panel
  5. Enabling Interaction log

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.