Set up basic time sheet automation. Log agents' Omni-Channel status changes throughout the day and use that information to calculate the shrinkage percentage within a shift.
- Ease of Implementation: Easy
- Estimated Time to Implement: 60 minutes
Prerequisites
This example requires Omni Channel and Workforce Engagement to be turned on.
Step 1: Create Custom Fields on the Time Sheet Object
Create custom fields on the Time Sheet object in Salesforce to correspond to the data that you use to calculate shrinkage.
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From Setup, select Object Manager.
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In the Quick Find box, enter
Time Sheet, and then select the Time Sheet object. -
Select Fields & Relationships from the left pane.
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To create a field, select New.
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To create a custom field to hold the data, follow the steps. To learn more about creating custom fields, see Create Custom Fields.
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Create these fields.
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Make sure to add these fields to the layout for testing and deployment.
Step 2: Create Custom Fields on the Time Sheet Entry Object
Create custom fields on the Time Sheet object in Salesforce to correspond to the data that you use to calculate shrinkage.
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From Setup, at the top of the page, select Object Manager.
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In the Quick Find box, enter
Time Sheet Entry, and then select the Time Sheet Entry object. -
Select Fields & Relationships from the left pane.
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To create a field, select New.
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To create a custom field to hold the data, follow the steps. To learn more about creating custom fields, see Create Custom Fields.
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Create these fields.
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Make sure to add these fields to the layout for testing and deployment.
Step 3: Introduce Automation Using Salesforce Flow
Two flows are used to allow agents to clock in, generate a Time Sheet, and capture Omni Channel status changes throughout the day.
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From Setup, in the Quick Find box, enter
Flows, and then select Flows. -
To create your first flow, select New.
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For more information, see: Salesforce Flows
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Create a screen flow to place on the home page.
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Create a record-triggered flow to capture an Omni status change.
Test This Example
- Clock in using the screen flow.
- To simulate the changes in agent availability, change Omni statuses between different presences.
- Verify that time sheet entries are created and shrinkage is calculated.