Queue Based Routing in Salesforce - Khyati Mehta
#OmniChannel #ServiceConsole #Salesforce
Queue Based Routing in Salesforce - Khyati Mehta
Step by Step to Configure Queue Based Routing in Salesforce
What is Queue Based Routing in Salesforce?
How it works Queue Based Routing in Salesforce? and how to Configure Queue Based Routing in Salesforce?
00:00 Introduction Queue Based Routing
01:13 Enable Omni-Channel
02:03 Create Service Channel (Case/Lead or any Custom Object)
03:01 Routing Configurations
05:08 Create Queue
06:10 Create Presence Configurations
07:37 Create Presence Statuses & Assign the Status to Profile
10:20 Enable Omni-Channel to UI
11:12 Demo - Queue based routing
Пікірлер: 7
Amazing work. Thankyou very much.
@sakthivelmadesh6986
2 жыл бұрын
Thank you, hope you liked it!
You did fantastic job. Very simple explanation and demo. Great
@SFDCLearnShare
2 жыл бұрын
Glad it was helpful!
TYSM!
Excellent work Thanks a lot We have one requirement when case is created we are routing to queue and then after we need routed to user in that queue automatically. We are trying to implement using Omni channel but Without adding the Omni channel in utility bar how we need to assign that case to users which are in that particular queue.....
Thanks for really good content. I just want to know is it possible to assign the work items to queue even if agent is available. Owner should not be updated until it is accepted by Agent