Tag Archives: Salesforce Omnichannel

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 […]

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 […]

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 […]

5 Reasons Why Omnichannel Contact Centers Are The Future

omnichannel support across devices

Young adults are used to have a multitude of possibilities to get answers to their questions.  Being able to answer customers via different channels becomes more important every day.  An omnichannel strategy is required to ensure that you put the right focus on the right channels. Omnichannel self-service simplifies customer experience Self-service is a critical […]

Functionalities between Communication platform & Salesforce in Omnichannel Support

Salesforce omnichannel approach

When companies want to implement an omnichannel strategy in their service center, an important question is which functionality belongs in which application. Next to the voice channel, Communication platforms typically may also manage e-mail, chat, Facebook or Twitter.  But also Salesforce‘s omnichannel and social studio have functionalities to manage the same channels. What is the […]