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Salesforce Omni-Channel Setup & Implementation Guide

Omni Channel Logo

I compiled a comprehensive guide on Salesforce Omni-Channel to use during the Salesforce Admin Consultant Course at DCI. This guide covers its uses in supporting incoming customer support requests across available channels, including a comparison Queues & Skills Routing, detailing the steps to configure and deploy it, best practices for implementation.


Additionally, the guide includes insights on how to enhance its functionalities by implementing Secondary Routing Priority, Status-Based Capacity Model, a comparison between Standard and Enhanced Omni-Channel, functionalities of its Mobile version, Omni-Channel Supervisor and creating specific custom Reports & Dashboards.


Resources:

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