Thursday, 29 August 2019

OMNI Channel in Salesforce


What is Omni Channel in Salesforce?

Omni Channel is nothing but a functionality which distribute or assigning or routing the case to the respective agent(Who supports to the customer and solve their queries) having the matching skill set as per the setting we do in salesforce.

Types of Routing in Omni Channel:

Queue Based Routing:
Good for small Organization, having less number of products or having single skill.

Skill Based Routing:
Routing Based on skills, fit for large Organization having different product and agent should have corresponding skill set.

External Routing:
Routing will be done to third party system by integrating the application with salesforce.
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