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Administering Omni-channel Features in Salesforce Service Cloud

by Adrien Sacco

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.

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What you'll learn

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.

Table of contents

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

About the author

Adrien Sacco

Adrien Sacco is a Salesforce Certified Professional and Consultant, with 10+ years of experience implementing CRMs and Marketing Automation technology. He is extremely passionate in helping others learn what they need to succeed in their career.

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