Ideas - Salesforce Trailblazer Community
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160  Points
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'Choice' routing for Omnichannel chat similar to Live agent

We are implementing Omnichannel chat as part of LEX migration for our support team that is using LiveAgent as a channel for the case. Live Agent supports, 'Choice' Routing Type, hence when a customer tries to reach out to support team all the… Show more

2 comments · 8 months ago

1,860  Points
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SALESFORCE CRM INTEGRATION WITH WHATSAPP

With People spending more and more time on their mobile, whether browsing on social media, surfing on the net or exploring apps, one thing is for sure, they are VERY ACTIVE ON WHATSAPP! With it being a reference tool for their daily communication,… Show more

13 comments · 2 years ago

6,240  Points
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Ability to consider assigned records as active work item instead of active tabs

Right now the Omni-Channel is considering the active tabs open in the console as active work item for any agent who has logged into omni-channel. But ideally in practical scenario it doesn't meet many of our business requirement as business wants… Show more

7 comments · 2 years ago

180  Points
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Omni-Channel Integration with Skype for Business, Slack, etc

Integrate with Skype for Business, Slack, and other systems that require a presense so one system can be changed and Omni is updated as well. 

3 comments · 2 years ago

710  Points
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Omni Widget Pop Out

It would be helpful for more efficient time tracking to have the Omni Widget have the capabability to pop out of SF so it could 'float' on a user's desktop and live outside of SalesForce. If a user is able to always have the pop up… Show more

5 comments · 2 years ago

10  Points
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Allow WorkOrders object in omni-channel

Some customers needs additional flexibility for the customer service support team. It would be important to allow WorkOrders object be routed by Omni-Channel. https://help.salesforce.com/articleView?id=service_presence_supported_objects.htm&type… Show more

0 comments · 4 days ago

1,220  Points
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Option to Enhance Omni-Channel

Would like the option for OmniChannel to be enhanced and to allow for prioritization of Omnichannel work by fields associated to the object not just based on first in first out. For example if using the Case object, we would like to prioritize by… Show more

11 comments · 3 years ago

710  Points
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Allow acess to Omni-Channel Supervisor via Permission Set

Currently we are unable to add access to this feature via a permission set, and can only do so via profile update. Having the ability to add via permission set would allow for individuals with the same profile to have access. i.e. Manager & Agent… Show more

14 comments · 3 years ago

160  Points
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Skill Based Routing for Einstein Bot Chat

When migrating to Lightning, we are forced to enable Omni-Channel. We have Live Agent but now Einstein Bot Chat, and we currently use Skill Based routing. If we must use Omni- Channel, it would be fair to update Einstein Bot so that it is supported… Show more

3 comments · 7 months ago

3,040  Points
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Omni Channel Supervisor Restrict Agents list to specific group

Currently in Omni Supervisor panel, we can monitor any agent connected to Salesforce Console Omni Channel. It would be great to have the ability to define groups of agents a manager can oversee in Omni Supervisor.  For example Manager X should be… Show more

47 comments · 3 years ago

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