{"id":5487,"date":"2016-05-12T02:27:38","date_gmt":"2016-05-12T02:27:38","guid":{"rendered":"http:\/\/www.jitendrazaa.com\/blog\/?p=5487"},"modified":"2016-05-12T02:31:22","modified_gmt":"2016-05-12T02:31:22","slug":"guide-to-setup-omni-channel-in-salesforce-with-video","status":"publish","type":"post","link":"https:\/\/www.jitendrazaa.com\/blog\/salesforce\/guide-to-setup-omni-channel-in-salesforce-with-video\/","title":{"rendered":"Guide to setup Omni Channel in Salesforce with Video"},"content":{"rendered":"

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.<\/p>\n

Omni-Channel<\/strong> 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.<\/p>\n

\"Omni-Channel<\/a>
Omni-Channel in Salesforce<\/figcaption><\/figure>\n

In this post, we will walk through steps to set up Omni-Channel.<\/p>\n

Step 1 : Enable Omni Channel<\/strong><\/p>\n

Navigate to\u00a0Setup | Build | Customize | Omni-Channel | Omni-Channel Settings<\/em>\u00a0and click on checkbox\u00a0Enable Omni-Channel.<\/em><\/p>\n

Step 2 : Create a Service Channel<\/strong><\/p>\n

Next step is to determine that which object should be enabled for Omni-Channel. In our case, we will select Case object. It can be done by navigating to\u00a0Setup | Build | Customize | Omni-Channel | Service Channels | New. <\/em>If you know how to build custom components in Service cloud then you\u00a0can customize Omni-Channel\u00a0component here.<\/p>\n

Step 3 : Create\u00a0Routing Configuration<\/strong><\/p>\n

This is very important step where we define size of incoming work which needs to be auto assign to agents. Navigate to\u00a0Setup | Build | Customize | Omni-Channel |\u00a0Routing Configurations.<\/em><\/p>\n

\"Routing<\/a>
Routing Configurations in Omni-Channel Salesforce<\/figcaption><\/figure>\n

In\u00a0Routing Settings, we need to define priority of incoming item.\u00a0The routing priority<\/strong> determines the order in which work items across your Omni-Channel queues get pushed to your agents. Work items with a lower priority number get pushed to your agents first.<\/p>\n

The routing model<\/strong> determines how to evenly distribute work items to your agents and acts as a tiebreaker if two or more agents feasibly qualify to take on the same work item. If you choose \u201cLeast Active\u201d as your routing model, the agent who has the fewest number of open work items will be the lucky winner. If you choose the \u201cMost Available\u201d routing model, new work will be routed to the agent who has the greatest difference between the work item capacity they can handle (as determined by the capacity they\u2019re assigned in their Presence Configuration) and the capacity of the items they\u2019re actually working on.<\/p>\n

Push Time-Out<\/strong> determines how much seconds agent has to accept incoming work before it is rerouted to another agent.<\/p>\n

Step 4 : Create Presence Statuses<\/strong><\/p>\n

Basically, there could be only two statuses. Agents are either available for incoming work item or busy in some other task.\u00a0Online statuses let agents receive new work items. Busy statuses make your agents appear away and indicate that they’re unavailable to receive work items<\/p>\n

You might be wondering that if that’s situation\u00a0then why do we even need to create status ?<\/p>\n

Consider this, we have omni channel enabled for Case and Lead. Agent want’s to accept any new Lead however don’t want to work on case. There are many other scenarios and that why its very useful.<\/p>\n

\"Omni<\/a>
Omni Channel – Service Presence Statuses<\/figcaption><\/figure>\n

We can define Service channel for which the status will be enabled.<\/p>\n

Step 5 : Setting up\u00a0Presence Configurations<\/strong><\/p>\n

Next step is to define which users are able to access Omni Channel status. We need to create a new Configuration by navigating to\u00a0Setup | Build | Customize | Omni-Channel |\u00a0Presence Configurations.<\/em><\/p>\n

\"Omni<\/a>
Omni Channel – Presence Configurations<\/figcaption><\/figure>\n

Presence Configurations determine how much work agents can take on and what Omni-Channel behaviours they can access while they assist customers. You can have multiple configurations for different types or groups of agents who handle different work. Each agent can be assigned to only one Presence Configuration. Unless you assign them to another configuration, all of your agents are assigned to the Default Presence Configuration, which Salesforce creates for you automatically to get you up and running more easily.<\/p>\n

You can specify your agent’s overall capacity<\/strong> for work items\u2015that is, the amount of work an agent can take on at a time. In addition, you can indicate how agents can interact with work that\u2019s assigned to them, such as whether or not agents can decline assignments.\u00a0You can assign individual agents or whole profiles to Presence Configurations. Remember, each agent can be assigned to only one configuration.<\/p>\n

Step 6 : Providing access to\u00a0Profile for\u00a0Presence Statuses<\/strong><\/p>\n

Next step is to determine which profile can see statuses of omni channel. Navigate to profile and add all statuses as shown in below image.<\/p>\n

\"Omni<\/a>
Omni Channel – Enabled Service Presence Status Access<\/figcaption><\/figure>\n

Step 7 : Enable queue for Routing configuration<\/strong><\/p>\n

Now we need to link Queue with correct Routing Configuration created in step 3. Queue with help of assignment rule will decide which type of records needs to go to that queue and Routing configuration can decide work load and auto assignment of record to queue members.<\/p>\n

Step 8 : Add Omni Channel component in Service cloud<\/strong><\/p>\n

Last step is to enable Omni channel component in Service cloud. And we are done. You can jump into Omni channel right\u00a0now, don’t worry water is fine \ud83d\ude09<\/p>\n

If you are interested, below Video walks through complete process of setting up Omni Channel in Salesforce.<\/p>\n