Omni-Channel

 

Overview

 

A feature of Service Cloud in Salesforce that allows support agents to manage multiple avenues of customer communications (phone, web/chat, email, social media etc) in one console.

 

How Is Omni-Channel Used?

 

By enabling Omni-Channel organizations can route requests from multiple sources into one app, distribute records evenly across teams and report on resolution and history all from one spot.

 

What is the Benefit?

 

Improved Efficiencies

Utilizing AI capabilities and routing rules, Omni-Channel gets outreach from Customers directed to the correct agents quickly and succinctly. Omni-flows also aid in increasing efficiency by adding automation to the process. Instead of having to switch from system to system, agents have a C360 view and are able to work from one place.

 

Scalability

Ability to scale and meet the growing needs of the company as new sources/inputs are created.

Common Use Cases of Omni-Channel

Use Case Roles Scenario Outcome
Case Routing Service Rep Intelligent Case Routing
  • Efficiently route cases using load balancing, advanced criteria, skill and priority
  • Faster Case Resolution Times
Lead via Chat Sales Rep Chat Routing
  • Omni-Channel can asynchronously talk with chat bots enabling:
    • Lead Routing
    • Prefilled Lead Information
    • Chat Transcripts
    • Pause, Transfer and End live chat sessions
Analytics Admins Consolidation across multiple channels
  • Actionable insights through consolidation
    • Email, Social Media, Chats and Calls
  • Trend customer behavior and outcomes
  • Create business plans based on analytics

 

 

Common Challenges

 

#1 – User isn’t being routed calls or cases as expected

 

Resolution

Verify the user is available, depending on how Omni has been configured, even though they have exited a call or resolved a case, if Tab Based, they need to close the tabs in the console app to not be at capacity. Most frequently, agents forget to make themselves available again after going idle or logging off. Make sure Users are setting their status to active after logging in.

 

#2 – Call data isn’t being routed to the record in Salesforce

 

Resolution

Verify the settings in the Omni deployment, Field API names must match across integration points for data to flow into Salesforce. If correct in Salesforce, ensure that the source system has the correct mappings or payload.

 

 

Who is Impacted?

 

Support Teams

Support teams are directly affected, as it routes their caseload to one app, can distribute the work as needed across the teams and can also utilize automation to help drive more efficient response times.

 

Related Terms

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