Category Archives: Salesforce

Default Required Skills in Dynamic Skills-based Routing

Default a required skill with 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 […]

Handle incoming Voicemail messages from within Salesforce

Amazon Connect Voicemail

Some may say that Voicemail is a legacy solution, which is not to be used anymore in times of social media.  However, there are still use cases where Voicemail is a viable channel in your support strategy. Voicemail for Amazon Connect (BYOT) Although Amazon Connect has no Voicemail functionalities available out-of-the-box, we created a standard […]

WebRTC with Amazon Connect (and Salesforce SCV)

Amazon Connect and Service Cloud Voice use WebRTC for handling calls

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

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 […]

Where to start with Salesforce CTI implementations?

Amazon Connect uitbreiding op Salesforce

Companies regularly ask how they may integrate incoming calls with Salesforce.  The don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such […]

Service Cloud Voice & non-voice channels in Salesforce

Service Cloud Voice support agent

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

Set correct skills weight and workload for correct work distribution in skills based routing

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.  […]

Skills-based routing in Salesforce

Routing work items according to agent skills

Before the introduction of Skills-based routing, it was only possible to distribute work via Queues in Salesforce Service Cloud. Using Queues, it was – and still is of course – possible to put similar work in the same ‘bucket’.  Support agents have access to Queues based on a specific skill.  With Skills-based routing, you get […]

Configuring Skills-based routing in Salesforce

Salesforce Omni-Channel Skills-Based Routing

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 […]