Administering Omni-channel Features in Salesforce Service Cloud

Federating all service channels into one workflow is crucial to service departments. This course will teach you how Omni-channel routing works and what key channels it enables for your organization.

Service departments face an ever increasing number of channels they need to work with. In this course, Administering Omni-channel Features in Salesforce Service Cloud, you’ll learn to setup the key Omni-channel features in Service Cloud. First, you’ll explore the routing lifecycle of Omni-channel. Next, you’ll discover some of the key channels that Service Cloud helps you leverage through Omni-channel. Finally, you’ll learn how to supervise routing at scale. When you’re finished with this course, you’ll have the skills and knowledge of Omni-channel needed to help any organization scale across a multitude of channels.

• Course Overview 1min
• Salesforce Service Cloud Omni-channel Fundamentals 23mins
• Routing Phone Calls through Omni-channel in Service Cloud 6mins
• Routing Live Chats through Omni-channel in Service Cloud 14mins