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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.
This Course Includes
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46 minutes 
english
Online - Self Paced
Expanded Courses
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About Administering Omni-channel Features in Salesforce Service Cloud
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.
What You Will Learn?
- 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.