Salesforce Omni-Channel


Note: This article applies to PureCloud for Salesforce.

Prerequisites
  • Use of Salesforce apps with console navigation

You can use both Omni-Channel and PureCloud for Salesforce without the typical problems associated with routing interactions. You can protect an agent from being routed interactions from both products simultaneously by setting statuses to sync between Omni-Channel and PureCloud in the Client Settings.

Before you map statuses in the Omni-Channel Sync Settings, make sure that you have the following items set up in Salesforce.

  1. Enable Omni-Channel.

    For more information, see Enable Omni-Channel in the Salesforce documentation. 

  2. Create service channels.

    For more information, see Create Service Channels in the Salesforce documentation.

  3. Create presence statuses.

    These statuses populate the menus in the Omni-Channel Sync Settings section of the Client Settings.

    Note: You cannot delete a presence status once it has been used, but you can rename it.
    1. Create a status that you want mapped to On Queue in PureCloud for Salesforce.

      This Omni-Channel status syncs with On Queue in PureCloud for Salesforce and indicates in Omni-Channel that agents are busy working on interactions in PureCloud for Salesforce. When agents select either status in either product, the corresponding status changes in the other product.

      1. Click New
      2. Add a name for the status, for example, Busy.
      3. Select Busy under Status Options.
      4. Select a channel to assign to your status and move the status to Selected Channels.
      5. Click Save.

      This status then populates the menu under Omni-Channel Status in the Mapped Status portion of the Omni-Channel Sync Settings.

    2. Create a status that appears in Omni-Channel when agents change from On Queue in PureCloud for Salesforce to another status.

      This Omni-Channel status is the status that you want your agents to be in after they change from On Queue in PureCloud for Salesforce to another status. For example, in Omni-Channel, agents could immediately receive interactions (an online status option) or be put in a status where they would not receive interactions (a busy status option).

      The following steps for an example status assume that agents do not immediately receive interactions. Instead, they are placed in a “transition” state (a busy status option) until they are ready to receive interactions in Omni-Channel. When they are ready to receive interactions in Omni-Channel, they would manually change their status in Omni-Channel.

      1. Click New
      2. Add a name for the status, for example, Transition.
      3. Select Busy under Status Options.
      4. Select a channel to assign to your status and move the status to Selected Channels.
      5. Click Save.

      This status then populates the menu under Omni-Channel Status in the Transition Status portion of the Omni-Channel Sync Settings.

    For more information, see Create Presence Statuses in the Salesforce documentation.

  4. Create a permission set and assign it to users.

    For more information, see Create, edit, delete and assign a permission set in the Salesforce documentation.

  5. Add an Omni-Channel component.

    The component appears in the bottom toolbar in Service Cloud.

    For more information, see Add the Omni-Channel Widget to the Salesforce Console in the Salesforce documentation.

Next, enable Omni-Channel sync and map statuses in the Omni-Channel Sync Settings.

For more information about the integration, see About PureCloud for Salesforce.