Set Up Omni-Channel Developer Guide - Salesforce Implementation Guides
Set Up Omni-ChannelDeveloper GuideVersion 54.0, Spring ’22@salesforcedocsLast updated: February 11, 2022
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CONTENTSChapter 1: Omni-Channel Developer Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Set Up Omni-Channel SOAP API Objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2AgentWork . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3AgentWorkSkill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11OmniSupervisorConfig . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12OmniSupervisorConfigGroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14OmniSupervisorConfigProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15OmniSupervisorConfigQueue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16OmniSupervisorConfigSkill . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18OmniSupervisorConfigUser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19PendingServiceRouting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20PresenceConfigDeclineReason . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25PresenceDeclineReason . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26PresenceUserConfig . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27PresenceUserConfigProfile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30PresenceUserConfigUser . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31QueueRoutingConfig . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32QueueSobject . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35ServiceChannel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36ServiceChannelFieldPriority . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39ServiceChannelStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40ServicePresenceStatus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41ServiceResource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42SkillRequirement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47UserServicePresence . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Omni-Channel Metadata API Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Omni-Channel Objects for the Salesforce Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Omni-Channel Objects for the Salesforce Console Integration Toolkit . . . . . . . . . . . . . . . 52Omni-Channel Objects for the Lightning Console JavaScript API . . . . . . . . . . . . . . . . . . 68External Routing for Omni-Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86Technical Architecture and Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Integrate External Routing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87Expected Behavior . . . . . . . . . . . . . . . . . . . . . . . .
Set Up Omni-Channel SOAP API Objects Use SOAP API to create, retrieve, update or delete records, such as accounts, leads, and custom objects. The SOAP API includes several objects that let you control and customize your Set Up Omni-Channel records, including Set Up Omni-Channel users, routing configurations, and statuses.
over processes. And all of these examples clearly show that omni-channel is not simply an evolution of multi-channel. Omni-channel is a completely different approach, a different mind-set for commerce processes. A multi-channel strategy focuses on optimizing sales activities within each channel; an omni-channel strategy concentrates on customers'
Set Up Omni-Channel Objects Use an API to create, retrieve, update or delete records, such as accounts, leads, and custom objects. The Salesforce data model includes several objects that let you control and customize your Set Up Omni-Channel records, including Set Up Omni-Channel users, routing configurations, and statuses.
the mistake of assuming this is omni-channel, and they don't go any further. It is at this phase of the omni-channel maturity model that customer engagement begins to get interesting. Unfortunately, many enterprises make the mistake of assuming this is omni-channel, and they don't go any further. LEGACY UNIVERSAL QUEUE CHANNEL AWARE CROSS .
Omni Hotel-Capital Ballroom A Deputy / Assistant Directors Omni Hotel-Austin Room South Arts Education Omni Hotel-Capital Ballroom B Communications / Public Information Omni Hotel-Rotunda Community Development Omni Hotel-Senate Room Folk / Traditional Arts Omni Hotel-Liberty Boardroom Grants and Fiscal Office
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. . The first step towards getting your Omni-Channel implementation up and running is to create the necessary objects in Salesforce. 3. Add the Omni-Channel Utility to the Service Console
Omni-Channel- Management Framework A BearingPoint Accelerator The Omni-Channel-Management-Framework (OCM Framework) consists of seven components and serves as a basis for the strategy development as well as the operationalization of a firm-wide Omni-Channel-Management. Therefore, it enables, especially insurance companies, to build and
the dream of genuine omni-channel banking into a reality. In this whitepaper, I introduce the Omni-Channel Wheel of Fortune, a representation of the six key areas where— based on my past experience with NCR's retail banking customers—I believe banks should be focusing their efforts in order to make a holistic transition to omni-channel.
Annual Book of ASTM Standards, Vol. 04.02. 3 For referenced ASTM standards, visit the ASTM website, www.astm.org, or contact ASTM Customer Service at service@astm.org. For Annual Book of ASTM Standards volume information, refer to the standard’s Document Summary page on the ASTM website. 4 The boldface numbers in parentheses refer to a list of references at the end of this standard. 1 .
