Service Cloud Specialist Prerequisites - Omni Channel Understand Queue Based Routing

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Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

Omni Channel Understand Queue Based Routing - salesforce omni channel- queue based routing

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

Omni Channel Understand Queue Based Routing - implement skill based routing using omni channel in #salesforce #forceapexhours

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

Get Started with Omni-Channel

Learning Objectives
After completing this unit, you’ll be able to:
Explain how Omni-Channel facilitates multichannel support.
Describe how Omni-Channel routes work to the right agent.
Describe the different routing types that Omni-Channel supports.
How to Keep a Growing Customer Base Happy

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

The CEO of Ursa Major Solar, Sita Nagappan-Alvarez, is thrilled that her company is expanding. Its customer base has grown significantly, and with it, so has the number of customer cases and support inquiries. Ursa Major Solar has hired more support agents to manage the workload.

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

At the same time, Sita hears from customers that they’d like it to be easier to get in touch with customer support. Customers currently contact support by phone, email, or through a web form. Sita’s interested in adding more service channels, such as chat and text messaging. But she’s worried that adding more service channels means creating more business practices and trainings, and that would just make things more complicated.

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

She’s heard that Salesforce offers a feature called Omni-Channel, and wonders if it can help her implement more service channels, increase the efficiency of her contact center, and make life easier for her support managers and agents.

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

All Your Service Channels in One Place
Service channels are ways that customers can contact your company. Service channels include, for example, phone, email, web forms, web chat, text messaging, and social media posts to your company. Multichannel support means offering your customers multiple ways to get in touch, so they can connect when and how they want.

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

Keeping track of all the incoming information and support requests on multiple channels can be difficult-but it doesn’t have to be. Service Cloud lets you bring all of these channels into the Service Console, so it’s easy for agents to follow your business practices and help customers no matter how they contact you. That’s just where Omni-Channel comes in.

Follow Along with Trail Together
Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series.

What Is Omni-Channel?
Sita learns that Omni-Channel-all channels, get it?-lets you apply consistent business practices to incoming work items, regardless of the channel. And if your org uses bots, you can even route work to a bot instead of an agent.

Salesforce uses the terms work and work items to refer to all the different types of Salesforce records that Omni-Channel routes, such as cases, leads, web chats, custom objects, and more. Omni-Channel takes incoming work items and routes them to the most qualified, available support agents using the routing criteria that you define.

Omni-Channel is flexible and gives Ursa Major Solar several ways to route work items to agents. Let’s take a look at the different routing frameworks.

Service Cloud Specialist PreReqs Omni-Channel for Lightning Experience - Understand Skills-Based Routing Trailhead

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