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Omni-Channel Setup in Salesforce

Before you map statuses in the Salesforce Call Center Settings, make sure you have completed these configuration steps in Salesforce.

  1. Enable Omni-Channel.

    For more information, see Enable Omni-Channel in the Salesforce documentation, https://help.salesforce.com/articleView?id=omnichannel_enable.htm&type=0.

  2. Create service channels.

    For more information, see Create Service Channels in the Salesforce documentation, https://help.salesforce.com/articleView?id=service_presence_create_service_channel.htm&type=0.

  3. Create presence statuses.

    These statuses populate the menus in the Omni-Channel Status Sync Settings section of the Salesforce Call Center Settings.

    Note: You cannot delete a presence status once it has been used, but you can rename it.

    1. Create an Omni-Channel status that you want mapped to the PureConnect for Salesforce status agents use when they are available to take ACD interactions.

      1. Click New.

      2. Add a name for the status, for example, In_CIC.

      3. Select Busy under Status Options.

      4. Select a channel to assign to your status and move the status to Selected Channels.

      5. Click Save.

      In this example, the In_CIC Omni-Channel status syncs with an Available-type status in PureConnect for Salesforce and indicates in Omni-Channel that agents are busy working on interactions in PureConnect for Salesforce. When agents select either status in either product, the corresponding status changes in the other product.

      Note: This status then appears in the Omni-Channel Status drop-down list in the Mapped Status portion of the Omni-Channel Sync Settings.

    1. Create a transition status that appears in Omni-Channel when agents change from Available in PureConnect for Salesforce to another status.

      This Omni-Channel status is the status that you want your agents to be in after they change from Available in PureConnect for Salesforce to another status. For example, in Omni-Channel, agents could immediately receive interactions (an online status option) or be put in a status where they would not receive interactions (a busy status option)

      The following steps for an example status assume that agents do not immediately receive interactions. Instead, they are placed in a “transition” state (a busy status option) until they are ready to receive interactions in Omni-Channel. When they are ready to receive interactions in Omni-Channel, they would manually change their status in Omni-Channel.

      1. Click New.

      2. Add a name for the status, for example, Transition.

      3. Select Busy under Status Options.

      4. Select a channel to assign to your status and move the status to Selected Channels.

      5. Click Save.

        Note: This status then appears in the Omni-Channel Status drop-down list in the Transition Status portion of the Omni-Channel Sync Settings.

        For more information, see Create Presence Statuses in the Salesforce documentation, https://help.salesforce.com/articleView?id=service_presence_create_presence_status.htm&type=0.

  1. Create a permission set and assign it to users.

    For more information, see Create, edit, delete and assign a permission set in the Salesforce documentation, https://help.salesforce.com/articleView?id=000206679&type=1&language=en_US.

  2. Add an Omni-Channel component.

    The component appears in the bottom toolbar in Service Cloud.

    For more information, see Add the Omni-Channel Widget to the Salesforce Console in the Salesforce documentation, https://help.salesforce.com/articleView?id=service_presence_add_presence_widget_to_console.htm&type=0.

  3. Finally, enable Omni-Channel sync and map statuses in the Omni-Channel Sync Settings section of Call Center Settings. (See next section).