Step by Step Guide to Enable Omni Channel in Salesforce

Want to learn more about salesforce join me at sfdcpanther.com Welcome back Dear #Trailblazers 🙂 ,
This blog post is to guide how to set up Omni-Channel in your Salesforce environment and increase the productivity of your agents.
Below are the given steps that we need to follow to enable the Omni-Channel and make it work without getting error.
Enable Omni-Channel
Create Service Channels
Create Routing Configurations
Configure Presence Configurations
Create a Presence Status
Create Decline Status
Create Queues & Assign Queues to Routing Configurations
Provide access to Presence Status
Add Omni Channel to Console
Test the Setup
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[@harshsuri1245]

Thank you so much sir for the insides. It really helps me. Thank you

[@phanikumar136]

Thanks for your great teaching 😊 👍

[@dasarichandranna401]

Awesome explanation

[@rakeshmallikarjun4613]

Amazing.. thank you so much Amit

[@311nida]

Nice explanation Amit, really helpful.
Thanks,
Nida

[@unitedgamer2213]

for assignment rule automation when you insert a new record check the box in bottom of ui named as assign assignment rule

[@harishch3080]

Instead of queues can we assign to user

[@saurbhdukre7811]

Hey, can you demonstrate same case example but this time please show how case is going to assign to different user of same queue

[@meghabhardwaj4858]

Hi SFDCPanther, Thanks for the wonderful video! For me, I am deploying entire chat set up from my sandbox to another sandbox, I have added everything in my change set and deployed to the target org and I was expecting that my omni channel utility item will get added to the service console app automatically after this deployment but it dint happen, rest everything else is deployed successfully.

[@sfdcpanther]

Service console is the standard application. You have to add that into the application

[@meghabhardwaj4858]

@@sfdcpanther Thanks for your reply and yes that's right. But in my dev org the utility item came automatically on the service console app once I finished the Embedded Service set up

[@setsuna1640]

Great tutorial! I just have a question regarding the Presence Configuration (HighPriorityCases). Is this applicable to both Cases and Leads in this example?

[@shivanitanwar5990]

Thanks for really good content. I just want to know is it possible to assign the work items to queue even if agent is avalable. Owner should not be updated until it is accepted by Agent

[@santhoshmorishetty6864]

At the end of the video, you tried to show us how case assignment rule works. But, as you have not checked the checkbox(Assign using active assignment rules) while creating the case, Assignment rule is not triggered.

[@sfdcpanther]

Good catch 👍👍

[@cburt22ify]

Thanks so much this is very helpful - I have one question however: I’m a bit confused by the fact that we can assign ‘Capacity’ via the ‘Presence Configuration’ but we can also seemingly set capacity via the ‘routing configuration’ when you define the work item size and the percentage of the total it represents. Does one overwrite the other? Or am I missing something?

[@shrutigujj17]

Hi, could you figure out the different between them?

[@lokeshthathuru5189]

If possible can you do an video on skill based routing

[@charumittal5516]

Thanks SFDC Panther. Very useful video posted. I have some queries if you could please help me out:
1. Omni channel works only when Agent is online. But as per my company process, I want Omni channel to assign cases to Agents even if they are offline.
2. How to assign high priority cases first. Doesn't matter when it is assigned to queue.
I will be very thanks if you could please suggest me the way ahead.

[@sfdcpanther]

In that case use skill based routing. It will place the cases to queue and when agent will come online they will get the popup to accept the new work.

[@khushboomittal5683]

Thanks SFDC partner.

[@ankitsain1885]

Hi , This video is very helpful. My question is what will happen when we need to assign a queue a case based on different conditions like record type , country , or other field? Do we need to create a case assignment rule for that and then use that queue in the omni channel ? As the routing configuration doesnot have more conditions expect high priority.
Please suggest on this. thanks in advance

[@sfdcpanther]

You have to write the assignment rule otherwise now you will assign the user to a queue.

[@sivavidya08]

Good and informative video. Do you do any online classes. IF yes how to contact. Thankyou

[@sfdcpanther]

Hey,
Unfortunately not I don't take classes

[@yogeshgoyal8921]

When we are closing the record on salesforce it is getting removed "My work". Also that is not visible in Supervisor tab. Why is that happening ?

[@sfdcpanther]

Are you able to explain in detail what exactly you are doing with the case? Are you closing the tab or closing the case?

[@poojameghani1673]

Sfdc Panther , does it work for Lead routing if we dont have service cloud license?

[@sfdcpanther]

I don't think so as it requires a service cloud license

[@yashasvitalwar4246]

Hi SFDC Panther... the Chat will be initiated by a customer how would visit our site. How do we add 'Chat Now' link on our website? The example you have shown (where we are chatting with ourselves) is not a practical scenario..
Please share how to activate chat on our own website?
Thanks

[@sfdcpanther]

For that, you have to create a channel menu deployment and then it will give you the code. That code you can use anywhere in external Site

[@sfdcpanther]

help.salesforce.com/s/articleView?id=sf.embedded_chat_menu_deployment.htm&type=5

[@umeshrathi2852]

Can we use omni channel feature on communities?

[@sfdcpanther]

No, we can't

[@umeshrathi2852]

Thanks, is there any other way to use it communities? May be live agent or some other thing?

[@sfdcpanther]

You can use the chat widget in Community ( Omni Channel ) but the main console where user can accept the cases and chat that will be there in Console application Only.

[@peruchitamolinera]

Mmm...sorry to say, but your explanation about what a work item size is was not understandable to me. I ended up searching for an explanation on Google

[@Still-Wake-Up]

Routing Configurations
Routing Settings
Push Time-Out (seconds) How to set that seconds in reverse
Agent whenever see omnichannel routing box that time( inverse seconds ) default
but my requirements that seconds will be show reverse
Please help me.

[@prasadshinde5563]

Not able to understand..only process had taught not the concept