u deserve more subscribers. Thanks for the great work. I watched many videos . I still find difficult between least active and most available.Now it is crystal clear. Thank you
simple and very clear awsome explanation. does not need to make complex by using management skill with many jargons, techies should learn with this video how to deliver simple technical session which audience can understand easily.
Thanks for sharin in detail info on omni channel. I have a question regarding cases being created when omni channel used by customer and agent is available. Can we prevent from creating a case when agent missed the chat?
Wonderful explanation,, really after finishing service cloud specialist super badge ,, i really realised ,, what ever i have done is explained correctly , precisely,, and slowly,, really u need to put more videos on configuration and set up, object manager, lightning app builder to help people like me,, pls pls.
Simplest explaination to one of the complex topic in service cloud.. loved it.. simply awesome... Shreekant... Pls make one on skill based routing... You are a blessed teacher mate 🙏
I just love you. You are nothing short of awesome in your approach to explaining a complex concept. I've been your fan since when you started this channel. Outstanding!
Wondful and well explained . Do you have any reference where we can see - predefined menu in chat like - if user will click chat window they can see cases , order , other and then based on selection that can see more details and start doing the chat
New to SF. So if I understanding this correctly, Omni Channel are cases created by a customer in an email or phone, or chat form. That case is sent to an agent in the form it was originally sent by the customer?
Hi Shrikanth...as usual excellent videos and yes we want skill based omni channel as well as it is now regularly used ...pls try to upload it and external routing also...and waiting for another video
Could you please let me know if Case created --> pop up is coming in omni channel of case work item --> If we no one will accept it --> till how many days it shows to the agent ?
Can you have both skills based and Queue based routing in the same system, or do you have to choose? For example, some questions can be answered by multiple people, but there are a few questions that can only be answered by one person.
Hi Sreekanth can you make a flow foe below scenario. When we create a case after selecting "Assignment value" as "Canada" then the, 1. Rating field should get change to "Hot". 2. Case owner field should get change to " Canada Queue ". In the "Queues" we need to have below queues before we are going to create new case. Canada queue India Queue US Queue
Nice session. Quick question - Is it possible to get Omnichannel supervisor dashboard data via a API calls to a different independent webpage for reporting?
Hi All, I have a doubt and looking for some help. My question is: Agent can handle 5 cases at a time. During 1st session he accepted 2 cases and then went offline for a break. When he returns back, his effective load should be 3 as he has accepted 2 cases earlier. Would this happen or for new session, Omni Channel will consider available capacity as 5 ? If u had watched the video carefully, 2 cases were accepted but under supervisor view ... Workitems said 0/5.
Where it reads offline, I normally see available, lunch, break, training, etc. it’s not there anymore. How can I get these options back? The drop down menu isn’t there anymore.
Quick and to the point; great explanation. I see you've created a video for Skill-based routing; I'll check that out next. BTW, great sense of humor too. Thx.
Hi Sreeekanth, Awesome Video for Omni channel. Here I have one doubt on how Presence configuration is connected to our service channel like how it is related.
Hey is it possible to assign case directly to the queue ? I don’t want to do it manually, If not, then please suggest me the way, how i can achieve that
That's a great podcast Srikanth, never saw this type of clear explanation of the topic. Thank you for your great efforts to create this video. I have one small question, how can we add more status like "short break, meal break"? Apart from online and busy. Hoping a response from you.
Hey Hi Shikant, Gone though you video its Awesome. I have one question - If the agent is absent and the workload on him is low.Then omini -channel will assign cases to him. In that scenario how we will take care of it? Possibilities - 1.In lightning if we enable out of office then will omni-channel will be understood that the agent is absent?and the cases will not assigned to him
I haven't explored this world but did a small POC. If agent is offline(he can set his status). Omni Channel will only assign work to available agents. My question is: Agent can handle 5 cases at a time. During 1st session he accepted 2 cases and then went offline for a break. When he returns back, his effective load should be 3 as he has accepted 2 cases earlier. Would this happen or for new session, Omni Channel will consider available capacity as 5 ? If u had watched the video carefully, 2 cases were accepted but under supervisor view ... Workitems said 0/5.
Hi, You Videos are so informative and clear concept. Is there any email I can ask you few clarifications. Also do you coach people to learn Salesforce concept. TIA
The way you explained is really awesome. I'm glad I found out your video as it's clear, while implementing also, there are no road blocks.
Solid introduction to Omni-Channel. Helped a good deal to set the entire process as steps.
I am a STA at Salesforce and really enjoyed this video to refresh my knowledge. You are making excellent tutorials my friend! Great Job! Thank you.
OMG you deserve a statue. thank you so much! keep on doing this kind of content!
Sreekanth Sir your videos are like Ilayaraja songs. Ultimate as always...!! Thank you Very much. Helped me a lot.
Your videos are a big hit in mind for clear vision of concepts. Thanks for making videos and uploading them.
Very clear explanation with demo, thank you for your wonderful effort
Love your subtle comedy. You make learning so enjoyable. Thank you. I am looking forward to more videos from you.
u deserve more subscribers. Thanks for the great work. I watched many videos . I still find difficult between least active and most available.Now it is crystal clear. Thank you
Please create a tutorial of skill based routing.. Thanks! Great explanation and for learning.
yeah that will be great!
Amazing !! love the way you explain the topic, so graspable in one go.
Thankyou Srikhanth.
Thank you so much for the easy explanation .. the way you explain is organized , clear and interesting
Thanks again
simple and very clear awsome explanation. does not need to make complex by using management skill with many jargons, techies should learn with this video how to deliver simple technical session which audience can understand easily.
The best guide I found so far.
Hi Srikanth, these videos are the best to understand the core concepts of SF please continue doing more ....
guruvaaa !!!! , What a video it is !! // very much informative for me as i was a begineer to it !!!!!!!!!!!
You helped me a lot to undestand more deeply service cloud ! I like the manner of how explain those topics
Thanks for sharin in detail info on omni channel. I have a question regarding cases being created when omni channel used by customer and agent is available. Can we prevent from creating a case when agent missed the chat?
Wonderful explanation,, really after finishing service cloud specialist super badge ,, i really realised ,, what ever i have done is explained correctly , precisely,, and slowly,, really u need to put more videos on configuration and set up, object manager, lightning app builder to help people like me,, pls pls.
Amazing! Thank you for this video. 🤗I am one of your subscribers from today🤗
Simplest explaination to one of the complex topic in service cloud.. loved it.. simply awesome...
Shreekant... Pls make one on skill based routing... You are a blessed teacher mate 🙏
man, what a video, very well illustrated and explained! thank you very much!
I just love you. You are nothing short of awesome in your approach to explaining a complex concept. I've been your fan since when you started this channel. Outstanding!
Well Explained in detail and easy to understand..Crystal Clear👍👍👍
Does Omni Channel routes existing cases ?
Wondful and well explained . Do you have any reference where we can see - predefined menu in chat like - if user will click chat window they can see cases , order , other and then based on selection that can see more details and start doing the chat
Thanks Sri… Absolutely memerising explanation!
Such an awesome content and crystal clear explanation. Thank you so much for the video.
I am so glad i found this channel!! please post more videos :)
Becoming yor fan day by day , please continue making videos
Wow just wow.
Thanks bhai. The way are teaching is awesome.
New to SF.
So if I understanding this correctly, Omni Channel are cases created by a customer in an email or phone, or chat form. That case is sent to an agent in the form it was originally sent by the customer?
Great explanation sreekanth... Every user can able to understand feeling great to visit your channel...
Really awesome... thank you very much for explaining in detail..
Hi Shrikanth...as usual excellent videos and yes we want skill based omni channel as well as it is now regularly used ...pls try to upload it and external routing also...and waiting for another video
Uploaded Ehsan. Thanks for your suggestion. ua-cam.com/video/RFz6tfmAXyA/v-deo.html
wow the way you explained is very appreciable
can we do same implementation using omni channel flow (Beta) summer 2021 release?
What a great way to explain.... just outstanding!!
Please we need more videos!! Great Channel
Could you please let me know if Case created --> pop up is coming in omni channel of case work item --> If we no one will accept it --> till how many days it shows to the agent ?
Can you have both skills based and Queue based routing in the same system, or do you have to choose? For example, some questions can be answered by multiple people, but there are a few questions that can only be answered by one person.
Hi, I wonder if you have an idea on how to make that active longer, ours logged off every after 10 minutes or less.
wow...!
I like your way of explaining things.
you're a genius.
Please create a tutorial of skill based routing as well.
Thank you for the feedback Mahesh. Planning to upload it within in a week or so.
Hi Can we have multiple channel for single object?
Excellent way of teaching.. Great work Srikanth..Please add FSL videos.. Awaiting for it...
what happens to your work items if you close the case.
if I close the case the case is still in my work items list in the omni channel utlity.
Is the capacity remains same for all the queue members? . If no, where do we configure for each member. Please clarify.
i have implemented the step as you mentioned in the video. but i am unable to receive record in omni channel
Great content and excellent way of explaining. Thanks a lot for the video.
Is there any chance to configure this for lead assignment
Excellent Video !!! Very well explained.
What's the difference between simple web to case vs omni channel
This is really a channel which teaches in a unique way...really loves the way you clear our concepts.
Thanks a lot and keep going on
I want to setup omni channel to track sale order if customer place product from E-commerce website, and pay money this order from point of sale. How?
Thank you so much. The way that you explained like always is great!
Hi Sreekanth can you make a flow foe below scenario.
When we create a case after selecting "Assignment value" as "Canada" then the,
1. Rating field should get change to "Hot".
2. Case owner field should get change to " Canada Queue ".
In the "Queues" we need to have below queues before we are going to create new case.
Canada queue
India Queue
US Queue
Nice session. Quick question - Is it possible to get Omnichannel supervisor dashboard data via a API calls to a different independent webpage for reporting?
Fabulous explanation. Thank you.
Super Helpful - Needed to brush up on this to write a design doc and SOW
Awesome presentation buddy , Keep the good work!!
Very interactive Video. Thanks for uploading
Excellent way of explaining !!!
Hi All,
I have a doubt and looking for some help.
My question is:
Agent can handle 5 cases at a time.
During 1st session he accepted 2 cases and then went offline for a break.
When he returns back, his effective load should be 3 as he has accepted 2 cases earlier.
Would this happen or for new session, Omni Channel will consider available capacity as 5 ?
If u had watched the video carefully, 2 cases were accepted but under supervisor view ... Workitems said 0/5.
I'm one of your subscribers now 😊
Awesome informatic video.thanks for making this.
simple and sweet explanation. Thanks !
Amazing explanation ...really enjoyed listening to the topic
Thanks for the video you explained very well . I wish you can do more vidoes about service cloud
Where it reads offline, I normally see available, lunch, break, training, etc. it’s not there anymore. How can I get these options back? The drop down menu isn’t there anymore.
You can create those as values in status and assign to the profile
Skill based routing video pls -you’re awesome in your explanations-Keep
Up the good work 👏🏻👍
Uploaded Ashutosh. Thanks for your feedback and suggestion. ua-cam.com/video/RFz6tfmAXyA/v-deo.html
Hi Sreekanth, can you please make a video on the lifecycle of Service Cloud.
Quick and to the point; great explanation. I see you've created a video for Skill-based routing; I'll check that out next. BTW, great sense of humor too. Thx.
@SalesforceExclusive Can we use Queue based routing through OMNI for community / Site users? If yes, then can you please share some links
Carefully he is a hero ✨
Mast explain kiya bhai. mazza aagaya
Good bro keep it up... Looking for more and more and more videos
Hi Sreeekanth, Awesome Video for Omni channel. Here I have one doubt on how Presence configuration is connected to our service channel like how it is related.
Hello, is it possible to turn off the Omni Channel noises? Thanks in advance
Very informative and well explained.
Hey is it possible to assign case directly to the queue ? I don’t want to do it manually, If not, then please suggest me the way, how i can achieve that
Please create assignment rules to assign cases to queue.
Please make videos on skill based and external routing
Uploaded Shilpi. Thanks for your suggestion. ua-cam.com/video/RFz6tfmAXyA/v-deo.html
excellent way of explaining.
Can you please create more videos on Other cloud . Your explaination is really good ...Thanks for all Videos
Amazing Explanation, thank you so much.
What if the user is very free and still he is not making the omni channel status to available?? How will the case gets assigned?????
How to use omni channel for sales team ?? And for custom object
Hi Tejaswini, For custom object configuration, as shown in step 2 in video you can select custom object in service channel instead of case object.
omg love the way you are teaching wonderful;
Hi Sir. When you are uploading lwc ?
Superb mind blowing!!
I really like your way and you voice as well
Hi Sreekanth, if you can create a tutorial video on customer contract as well. Thanks in advance.
awesome explanation...
if possible make videos on OAUTH , DEPLOYMENTS and INTEGRATION
Could you please elaborate chatbot ,live chat, Omnichannel end to end flow
That's a great podcast Srikanth, never saw this type of clear explanation of the topic. Thank you for your great efforts to create this video.
I have one small question, how can we add more status like "short break, meal break"? Apart from online and busy. Hoping a response from you.
Hey Hi Shikant,
Gone though you video its Awesome.
I have one question -
If the agent is absent and the workload on him is low.Then omini -channel will assign cases to him.
In that scenario how we will take care of it?
Possibilities -
1.In lightning if we enable out of office then will omni-channel will be understood that the agent is absent?and the cases will not assigned to him
I haven't explored this world but did a small POC.
If agent is offline(he can set his status).
Omni Channel will only assign work to available agents.
My question is:
Agent can handle 5 cases at a time.
During 1st session he accepted 2 cases and then went offline for a break.
When he returns back, his effective load should be 3 as he has accepted 2 cases earlier.
Would this happen or for new session, Omni Channel will consider available capacity as 5 ?
If u had watched the video carefully, 2 cases were accepted but under supervisor view ... Workitems said 0/5.
fantastic explanation, Thank you...
You are the Best....
Hi, You Videos are so informative and clear concept. Is there any email I can ask you few clarifications. Also do you coach people to learn Salesforce concept.
TIA
Can you please tell about Macros in salesforce
Does anyone has a video tutorial playlist for service cloud consultant???