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Creating Routing Configurations for Omni-Channel

Salesforce Certified Service Cloud Consultant • 6m 28s

Up Next in Salesforce Certified Service Cloud Consultant

  • Creating a Presence Status for Omni-C...

    We had previously created a Presence Status in OmniChannel for our LiveAgent lectures. We revisit the Presence Status in order to create a new one for our Email case routing.

  • 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.