Tag Archives: Omnichannel

What Customers Expect from Chat Support

Customers expect excellent service via all support channels

Recently, I had to update the booking of an airline ticket.  Whatsapp and Facebook Messenger were presented as support channels.  So, looking forward of not having to call, I chose Messenger.  Little did I know that it would take 5 business days to get my question resolved… When you call a contact center, you expect […]

Default Required Skills in Dynamic Skills-based Routing

Default a required skills 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 […]

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 […]

Unified Desktop and Salesforce

Salesforce and Unified Desktop

The other day, I was in a conference call about contact center trends and how Salesforce fits into the picture.  One of the items that was seen as a Leading component is the usage of a unified / Intelligent desktop. Unified Desktop A Unified Desktop, or Unified Agent Desktop, in a contact center environment, may […]

Skills-based routing in Salesforce

Skills-based routing to select the best available agent

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 […]

Why Skills-based routing

Optimize processes with 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 […]