Administering Omni-channel Features in Salesforce Service Cloud
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Federating all service channels into one workflow is crucial to service departments. This course will teach you how Omni-channel routing works and what key channels it enables for your organization.
Service departments face an ever increasing number of channels they need to work with. In this course, Administering Omni-channel Features in Salesforce Service Cloud, you’ll learn to setup the key Omni-channel features in Service Cloud. First, you’ll explore the routing lifecycle of Omni-channel. Next, you’ll discover some of the key channels that Service Cloud helps you leverage through Omni-channel. Finally, you’ll learn how to supervise routing at scale. When you’re finished with this course, you’ll have the skills and knowledge of Omni-channel needed to help any organization scale across a multitude of channels.
Author Name: Adrien Sacco
Author Description:
Adrien Sacco is a Salesforce Certified Professional and Consultant, with 10+ years of experience implementing CRMs and Marketing Automation technology. He is extremely passionate in helping others learn what they need to succeed in their career.
Table of Contents
- Course Overview
1min - Salesforce Service Cloud Omni-channel Fundamentals
23mins - Routing Phone Calls through Omni-channel in Service Cloud
6mins - Routing Live Chats through Omni-channel in Service Cloud
14mins
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