Service customers using their preferred means of real-time communication, including
phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types
of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to
your supervisor to get support.
Required Editions
- Support Customers Using the Omni-Channel Component
To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.
- Get Help from a Supervisor
While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer.
- Reassign Work Manually
Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.
- Manage Your Omni-Channel Work While On the Go
With Omni Inbox in Salesforce Mobile, work from anywhere using your mobile device.
