Salesforce Omni-Channel facilitates multichannel support by routing work items to the most qualified, available support agents using predefined routing criteria. It integrates various service channels like phone, email, web forms, web chat, text messaging, and social media into the Service Console, making it easier for agents to manage customer interactions. It intelligently routes cases, chats, leads, or other tasks to available agents based on their skills, workload, and availability.
With Omni-Channel, businesses can:
- Improve Agent Productivity: Automatically assign tasks to agents without manual intervention, reducing idle time.
- Enhance Customer Experience: Ensure faster response times by connecting customers to the most qualified agents.
- Support Multiple Channels: Manage inquiries from email, chat, phone, and social media in one unified interface.
There are three types of routing frameworks:
- Queue-Based Routing
- Assigns work items to a queue and then to an agent within that queue.
- Best for smaller organizations with limited products.
- Omni-Channel prioritizes work items based on the queue’s priority, the time the item has been waiting, and the availability of queue members.
- Omni-Channel considers an agent’s capacity and availability to ensure balanced workloads.
- Agent capacity is determined by the number and types of work items assigned and the agent’s overall bandwidth.
- Agent availability is indicated by their presence status in the Omni-Channel utility.
- Skills-Based Routing
- Match the skills required to complete a work item with the skills assigned to the agent. Ideal for larger organizations with diverse products and complex skill sets.Use a setup flow to define mappings between work-item field values and skills.Identify the skills agents must have to resolve different work items.
- Define skills-based routing rules to map work-item field values to skills.
- External Routing
- Uses third-party routing implementations integrated with Salesforce via APIs. Suitable for organizations that want to maintain their existing routing systems while using Salesforce.If you already have a routing system that works well for your business and are looking to integrate Salesforce, you can seamlessly connect third-party routing with Omni-Channel.Using Salesforce’s standard APIs and streaming APIs, developers can write custom code to enable third-party routing systems to interact with Salesforce. This integration, known as external routing, allows your company to maintain its existing routing setup while directing work to the Salesforce Service Console.
- By leveraging external routing, you can continue using your preferred routing system while taking advantage of Salesforce’s robust Service Console for efficient case management and customer service.
To learn more, click Route Work with Omni-Channel
Take Five Consulting is a technology company, based in Virginia U.S., that specializes in the Mortgage Banking vertical especially LOS implementation and application development. Take Five Consulting creates and implement mortgage technology and software specifically for Mortgage Industry.
