Watch this video and more on Mike Wheeler Media +

Watch this video and more on Mike Wheeler Media +

Creating a Presence Status for Omni-Channel

Salesforce Certified Service Cloud Consultant • 1m 31s

Up Next in Salesforce Certified Service Cloud Consultant

  • Creating Omni-Channel Permission Sets

    In this lecture we create a permission set to grant agents access to the presence status we previously created.

  • Adding Omni-Channel to your Service C...

    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.

  • Adding Sidebar Components to the Serv...

    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.