Lessons Learned in Transitioning from Customized Case Routing to Omni Channel

Snowforce 2020 | Lessons Learned in Transitioning from Customized Case Routing to Omni Channel | Zach Barker and Hermia Lam
Course info
Level
Intermediate
Updated
Mar 13, 2020
Duration
25m
Table of contents
Lessons Learned in Transitioning from Customized Case Routing to Omni Channel
Description
Course info
Level
Intermediate
Updated
Mar 13, 2020
Duration
25m
Description

Would your organization like to optimize work distribution, be able to monitor agent utilization in real time, and do most if not all of this through admin level configuration? Of course, so come learn about ARUP's transition from a fully custom case distribution to native Omni Channel. You will discover the pros and cons of Queue, Skill, and Attribute based routing. Get a detailed outline into what routing we chose, why we chose it, and the hurdles we encountered in classic and lightning. Finally, we will wrap up with an in depth look at the real time and historical dashboards as well as options to allow super users to maintain and modify their resources. All of this culminates into a seamless experience for admins, agents, and management that not only improves efficiency and equalizes distribution but also simplifies end user workflows.

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About the author

Snowforce is a premier community led Salesforce conference where you can get admin tips, dev tricks, and snow kicks all in one place!

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