Thanks for making this video. I was searching for a long time but could not find the right channel for my self-learning of SFSC. Luckily I found your channel today.
Please do continue to like, share and subscribe sfdconestop UA-cam channel, if you find the Salesforce tutorials(75+ Video's) to be informative!! 🔔✅ Subscribe: ua-cam.com/users/sfdconestop
Awesome videos. I have a scenario like this. I have 2 different type of queues like yours, HIGH and LOW but to the same agent. If base on the priority setup HIGH = 1, LOW = 2, whenever theres HIGH cases coming in, it will distribute first, although there's tons of LOW cases that sitting there. Means the HIGH cases can cut the queue from LOW cases as they are higher priority, can i conclude it that way? Another question, in the presence configuration, is i set 10 capacity for both HIGH and LOW, means the same agent will have total of 20 capacity, can I conclude it that way? Last question, if question two is a yes, then if HIGH capacity 10 is fully used, and LOW capacity just utilized 2, while there are still cases in the HIGH and LOW queue. Will omni channel wait to ditribute the HIGH cases or it will start distribute LOW cases?
Hi Eric, Thanks for the feedback. To answer your question: Presence configuration: This defines how much work agents can take upon Routing Configurations: This defines how the work items are routed to agents, based on most available and least active So this means, we need to check all the configuration settings related to omnichannel and based on that the distribution happens.
Hi, in your video you are manually setting the queue for the case. How can we automatically assign to a queue based on pre chat form data? For example, I have state code in the pre -chat form but I am not sure how I can route the chat to the correct queue based on the state. Any thoughts?
Excellent video on OMNI Channel understood much quicker than studying on trailhead
Thank you so much Sharath for such wonderful feedback, I am glad that our videos are helping and able to understand it well, Thanks!
Thanks for making this video. I was searching for a long time but could not find the right channel for my self-learning of SFSC. Luckily I found your channel today.
Great to hear that our channel is helping you. Please do like/share as needed.
Thanks for such a great video on Omnichannel and very good explanation with examples
Thanks for the feedback..
Very nice demo and explanation
Glad you liked it, Thank you
Your explanations are amazing... thank you!
Thanks Pedro Prada, Glad that you like our videos :)
Excellent work
Thanks, Please do subscribe to our channel "sfdconestop" if you haven't already.
Thanks for your presentation. It is very useful. Please make a video with skill based too and also, please introduce your name and title.
Sure, will plan to make video related to Skill based and Sure taken your feedback :) Thank you so much..
My name is Namratha Kadiyala and our blog name is sfdconestop.blogspot.com -->sfdconestop.blogspot.com
@Namratha Thanks for the detailed explanation. Keep rocking :)
My pleasure Sameer😊 Please do like,share and subscribe if you like to be notified of new videos.
A good video ...
Glad you enjoyed it
Please do continue to like, share and subscribe sfdconestop UA-cam channel, if you find the Salesforce tutorials(75+ Video's) to be informative!!
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Helpful
Glad to hear that, please subscribe our channel for many more videos on your way
Nice video, Could you make an explanation with external routing?
like Genesys or something similar?
Thanks for the feedback, appreciate it, sure will plan external routing
Awesome videos. I have a scenario like this. I have 2 different type of queues like yours, HIGH and LOW but to the same agent.
If base on the priority setup HIGH = 1, LOW = 2, whenever theres HIGH cases coming in, it will distribute first, although there's tons of LOW cases that sitting there.
Means the HIGH cases can cut the queue from LOW cases as they are higher priority, can i conclude it that way?
Another question, in the presence configuration, is i set 10 capacity for both HIGH and LOW, means the same agent will have total of 20 capacity, can I conclude it that way?
Last question, if question two is a yes, then if HIGH capacity 10 is fully used, and LOW capacity just utilized 2, while there are still cases in the HIGH and LOW queue. Will omni channel wait to ditribute the HIGH cases or it will start distribute LOW cases?
Hi Eric, Thanks for the feedback.
To answer your question:
Presence configuration: This defines how much work agents can take upon
Routing Configurations: This defines how the work items are routed to agents, based on most available and least active
So this means, we need to check all the configuration settings related to omnichannel and based on that the distribution happens.
Amazing 👌🙌... Just one question here can we use queue based routing on custom objects?? Thanks in advance 😊
Thanks Rohit , Yes it supports Custom object as well
Nice and I'm also have channel Salesforce guru channel
Great to know that @Salesforce guru.
Hi, in your video you are manually setting the queue for the case. How can we automatically assign to a queue based on pre chat form data? For example, I have state code in the pre -chat form but I am not sure how I can route the chat to the correct queue based on the state. Any thoughts?
Have you tried customization for the same?
Can you please share this presentation?
Hi, Presentation is available in our blog sfdconestop.blogspot.com, refer this section:sfdconestop.blogspot.com/p/salesforce-omnichannel.html
Your voice is very low. Did you forget to eat before joining the session ?
Hey Amit R, Appreciate your feedback, however I guess my voice sound okay, see if by mistake your computer volume is low.