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Mike Wheeler has taught over 135,000 students how to use the Salesforce platform and pass a multitude of Salesforce Certification Exams.
In this lecture we add Omni-Channel to the Service Console footer. I then demonstrate the intelligent routing of cases using OmniChannel by setting my Status Presence to Online and then creating a new case that I subsequently accept.
In this lecture we customize the Service Console by adding a couple of Custom Console Components into the sidebar. We leverage the subtab component functionality to provide both Case and Contact Details on the left in the subtab section of the console.
In this lecture, I add the Case Record Type field to the Case Page Layout as well as the Cases Related List on the Contact Record. This is to improve usability and provide support agents with better reference points while working cases.
In this lecture, I demonstrate how to create an escalation rule and specify one or multiple escalation actions tied to each rule criteria. We then monitor the escalations which are set into motion once a new case is created which fits the evaluation criteria.