Salesforce's Omni-Channel feature enables a seamless distribution of customer interactions across multiple channels to the most appropriate agents, enhancing efficiency and customer satisfaction. The Service Console provides a unified view for agents to handle these interactions efficiently. This article will guide you through implementing Omni-Channel and Service Console in Salesforce, and how to override the chat button to suit your specific business needs.
Professional Services Automation (PSA) tools in Salesforce enable businesses to streamline service delivery, resource management, and project tracking. Enhancing PSA with Omni-Channel and Service Console integration ensures efficient resource allocation and superior client interactions.
Step 1: Set Up Service Console
1. Create a Service Console App:
- Navigate to Setup.
- In the Quick Find box, type App Manager.
- Click New Lightning App.
- Follow the wizard to set up your app, ensuring to select Console Navigation and add necessary items like Cases, Contacts, and Omni-Channel.
2. Configure Console Features:
- Within the app setup, add Utility Bar items like Omni-Channel, Softphone, and History.
- Save and activate the app.
l Step 2: Configure Omni-Channel
1. Enable Omni-Channel:
- Navigate to Setup.
- In the Quick Find box, type Omni-Channel Settings.
- Enable Omni-Channel and save.
2. Create Service Channels:
- In Setup, search for Service Channels.
- Create new channels for different interaction types like Cases, Chats, and Leads.
3. Set Up Routing Configurations:
- In Setup, search for Routing Configurations.
- Create configurations to define how work items are routed based on priorities, size, and capacity.
4. Create Presence Statuses:
- In Setup, search for Presence Statuses.
- Define statuses like Available, Busy, and Offline for agents.
5. Assign Presence Statuses to Profiles:
- In Setup, search for Presence Status Assignments.
- Assign the created statuses to the appropriate profiles.
6. Set Up Omni-Channel Widget:
- Add the Omni-Channel widget to the Utility Bar in the Service Console app.
Step 3: Override the Chat Button
1. Create a Custom Lightning Component for the Chat Button:
- Navigate to Setup.
- In the Quick Find box, type Lightning Components.
- Create a new Lightning Web Component (LWC) named `customChatButton`.
// customChatButton.html
<template>
<lightning-button label="Chat Now" onclick={handleChatClick}></lightning-button>
</template>
// customChatButton.js
import { LightningElement } from 'lwc';
export default class CustomChatButton extends LightningElement {
handleChatClick() {
// Custom logic for chat initiation
window.open('https://yourcustomchaturl.com', '_blank');
}
}
```
2. Embed the Custom Component in the Salesforce Page:
- Navigate to App Builder.
- Select the page where the chat button should appear.
- Drag and drop your `customChatButton` component onto the page.
- Save and activate the page.
Step 4: Test the Implementation
1. Assign Users to the Omni-Channel Configuration:
- Ensure that agents are assigned to the correct profiles and presence statuses.
2. Test the Service Console:
- Log in as an agent and navigate to the Service Console app.
- Check the Omni-Channel widget for incoming work items.
3. Test the Custom Chat Button:
- Navigate to the page with the overridden chat button.
- Click the button to ensure it opens the custom chat URL as expected.
Conclusion
Implementing Omni-Channel and Service Console in Salesforce enhances your support capabilities, allowing agents to handle multiple types of customer interactions efficiently. Overriding the chat button with a custom Lightning Web Component provides flexibility to tailor the chat experience according to your business requirements. Follow the steps outlined in this guide to set up these features and customize your Salesforce environment for optimal performance and customer satisfaction.
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