Routing your way to Service nirvana with Omni-channel

Routing your way to Service nirvana with Omni-channelMatthew WadeSalesforce ConsultantMatthew.wade@cloudreach.com@Cloudreach

Introduction to Salesforce Omni-channelWhat is Omni-channel?

Who should use Omni-channel?

Why use Omni-channel?

How do I set up Omni-channel?

What is Omni-channel?

What is Omni-channel? An intelligent routing engine using declarative logic

Gain control in your service department by creating a structure for work items and route using logic

Omni-channel allows you to harness customer interactions streaming in via multiple touchpoints

Acquire agility by using different routing configurations, work item capacities and presence configurations

What makes up Omni-channel?

5 key components; Service Channels, Work Items, Capacities, Routing Configurations & Presence Configurations.

Other components; Service Console, Queues, Permission Sets / Profile Permissions

Who should use Omni-channel?Could it be you?

Who should use Omni-channel?

Any business that needs to create functional structure in their service department.Any business that wants to empower their service / operations managerAny business that wants to make the lives of their service reps much easierAny business that has a need for an intelligent routing engine

Use case

Cloudreach work with a CPG client who have no structure in their service departmentWant to create 3 functional teams; orders, cases and creditsWants to cross-train reps to work across all functional teams to up-skill the team

Why use Omni-channel?Why use it over other Salesforce functionality?

Change ManagementStop your reps picking preferred items.Create an equal, fair and balanced work distribution without thinking

MetricsMonitor and track the performance of your reps using the Agent Work Record

AgilityMultiple Routing Configurations, Presence Statuses and application to Custom Objects allows for greater agility in you service department and beyond!

Stop reps cherry-picking items that they prefer to work on or would like to work on because they're easier

Routing engine chooses the items that have been in the queue the longest and with which priority and automatically routes

Create an equally weighted work distribution throughout your service department and easily cross-train / upscale users by applying them to different presence statuses and configurations

You can analyse the productivity of your reps on different work streams / functions and identify areas for support, process improvement to run a more fluid service department. Provides powerful data to let you make smarter, more informed decisions, faster.

With Summer 16 - you will be able to track agents active time on work - Leads to a very important point - Omni-channel runs its metrics from the open tabs in the console view to do its tracking - to close a case of for reporting, users most kill the tab after closing case.

The ability to use custom objects allows you to extend the routing engine to many applications within your business - for instance, you could extend this out to credits, approvals, expenses etc

How do I set up Omni-channel?Easily!

Setting up Omni-channelStep 1 Enable Omni-channelLike candy from a baby!Step 2 Create a Console

A console is another type of UI created in its own custom app designed to boost agent productivity by placing everything within clicking distance and opening up tabs and sub tabs for records and related records.

Step 1Setup>Customize>Omni-channel>Omni-channel settingsEnable Omni channel! DONE!!!

Step 2Provide a nameProvide an image (if you have one)Add desired Salesforce objectsDecide how to display tabsAssign Console to profilesDONE!!!

Setting up Omni-channelWhat are Service Channels & Routing Configurations?

Service ChannelsA Service Channel lets you convert a given Salesforce objects records into a Work Item record.

Salesforce then picks these Work Items from their queues and routes them using the intelligent routing engine

Supported objects; Leads, Cases, Orders, SOS Video Calls, Live Agent, Social Posts, Custom ObjectsRouting ConfigurationsRouting Configurations define how Work Items are routed to agents.

Each Work Item is given a relative size (capacity or percentage) and a priority

This allows the routing engine to route the most important items first and ensures work is evenly distributed across agents.

There are two different routing model options; Least Active & Most Available

Least Active Incoming work items are routed to the person with the least amount of open work assigned to them determined by the by the number of open work items and the capacity of each of those work items. This amount of work in this scenario is dictated mostly by the capacity of the work items

Most Available Incoming work items are routed to the person with the greatest difference between work item capacity and open work items. The amount of work received here depends on the presence configuration of the assigned to the agents.

The differences seem subtle, but have a very different impact on the amount of work agents receive.

Setting up Omni-channelStep 3 Create Service ChannelsLike candy from a baby!Step 4 Create Routing Configurations

Step 3Setup>Customize>Omni-channel>Service ChannelsProvide a name and API nameSelect the objectDONE!!!

Step 4Setup>Customize>Omni-channel>Routing ConfigurationsProvide a name and API nameProvide a routing priorityChoose a routing modelApply a Work Item sizeDONE!!!

Setting up Omni-channelWhat are Presence Statuses and Presence Configurations?Presence StatusA Presence Status defines your agents availability to receive work from the routing engine.

Assign agents an online or busy status for them to receive or deflect work.

Assign one or more Service Channels to a Presence Status to allow agents to work on one or more types of Salesforce objects / Work ItemsPresence ConfigurationsA Presence Configuration defines how much work your agent can take on. I.e. it defines an agents total capacity

You can also define what behaviours they can access (i.e. reject Work Items)

Agents can only be assigned to one presence configuration at a time you can assign by profile or user

Setting up Omni-channelStep 5 Create QueuesLike candy from a baby!Step 6 Create Presence Statuses

Queues help you prioritise, distribute, and assign records to teams who share workloads. Think of a queue as a holding area for pending records which need an owner or to be actioned.

Step 5Setup>Manage Users>QueuesProvide a name (label) and queue name (API name)Select routing configurationSelect Salesforce objectsSelect UsersDONE!!!

Step 6Setup>Customize>Omni-channel>Presence StatusesProvide a name and API nameSelect status option (online or busy)Select Service ChannelsDONE!!!

Setting up Omni-channelStep 7 Create Presence ConfigurationsLike candy from a baby!Step 8 Assign Permission Sets

Permission sets are used to give settings or permissions to augment a users profile, without having to change the profile.

Step 7Setup>Customize>Omni-channel>Presence ConfigurationsProvide a name and API nameProvide total capacityAssign usersAssign profilesDONE!!!

Step 8Setup>Manage Users>Permission SetsProvide a name and API nameSelect licenseService Presence Statuses AccessSelect Presence StatusesManage AssignmentsAdd UsersDONE!!!

Setting up Omni-channelStep 9 Add Omni-channel widgetLike candy from a baby!

Step 9Setup>Create>AppSelect your Console from Step 1EditChoose Console ComponentsAdd Omni-channelDONE!!!

Achieve nirvanaDrink cocktail

thank y u