Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Create backup queues for the flows

Prerequisites:
  • Install CX Cloud, Digital and AI for Salesforce Service Cloud package.

To ensure uninterrupted processing of Experience and Email Experience objects within flows, establish dedicated backup queues. Create one queue specifically for the Experience object and another for the Email Experience object. Assign the queue members and associate the previously created routing configuration with these queues.

  1. On the Setup Home page, search for Queues in the Quick Find box and select Queues.
  2. To create a backup queue for the Experience object, click New.
  3. Enter a label and queue name.
  4. Enter the email address of the user who must be notified when new records are added to the queue.
  5. Select the routing configuration created previously. For more information, see Create presence user and routing configurations.
  6. From the list of Available Objects, select Experience and move it to the Selected Objects list.
  7. To add queue members, select the users from Available Members and move them to Selected Members.
  8. Click Save.

  1. On the Setup Home page, search for Queues in the Quick Find box and select Queues.
  2. To create a backup queue for the Experience object, click New.
  3. Enter a label and queue name.
  4. Enter the email address of the user who must be notified when new records are added to the queue.
  5. Select the routing configuration created previously. For more information, see Create presence user and routing configurations.
  6. From the list of Available Objects, select Email Experience and move it to the Selected Objects list.
  7. To add queue members, select the users from Available Members and move them to Selected Members.
  8. Click Save.

Create presence user and routing configurations :Previous Suggested Article Next Suggested Article: Create flows to route Experience and Email Experience objects