Default Required Skills in Dynamic Skills-based Routing

Default Required Skills in Dynamic Skills-based Routing

With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question.  But there may be situations where you want to have one or two required skills.  These skills should always be met. Next to other skills, where you may want to reduce their importance if…

WebRTC with Amazon Connect (and Salesforce SCV)
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WebRTC with Amazon Connect (and Salesforce SCV)

When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time.  However, different technologies are used to make this happen.  Where classic Unified Communication Platforms communicate via…

Using External Routing solution with Salesforce

Using External Routing solution with Salesforce

External routing allows you to use your existing communication platform with Salesforce Omni-channel.  In a ‘pure’ implementation, Salesforce decides which agent should answer an incoming work item.  When you prefer using the decision engine of your existing unified communication platform, External Routing allows you to do so. Why External Routing? Salesforce Omnichannel routing allows to…

Service Cloud Voice & non-voice channels in Salesforce
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Service Cloud Voice & non-voice channels in Salesforce

With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…

Let the Skills be with you

Let the Skills be with you

The goal of Skills-based routing is to get the best available agent answering the incoming question.  The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce. …

Configuring Skills-based routing in Salesforce

Configuring Skills-based routing in Salesforce

As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming – non-voice – questions to the best-skilled agent.  Based on the data available with the incoming question, a match may get made with the skills of the available agents.  And so, Salesforce will push the question to the agent that…

Waarom Skills-based routeren
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Waarom Skills-based routeren

  Deze pagina wordt niet langer aangevuld.  Het up-to-date artikel kan u hier lezen.   Skills-based routing is ondertussen reeds een hele tijd beschikbaar in Salesforce.  Maar, waarom zou u hier gebruik van maken in uw support afdeling? Allereerst is het belangrijk om te begrijpen dat Salesforce Skills-based routing gebruikt wordt voor ‘non-voice’ kanalen.  Naast…

Why Skills-based routing
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Why Skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels.  Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls…