Omni-Channel: Skill Based Routing Part-4

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In the previous article, you successfully constructed a powerful custom Case Routing Engine using Apex code (as covered in Demo Stages 8-9). This achievement equipped you to intelligently assign cases based on specific criteria. 

Now, we'll embark on the next crucial steps in your journey towards a more streamlined and efficient support system (Demo Stages 10-11). This article will guide you through enabling an Omni-Channel Chatbox and putting your custom routing engine to the test with Skill-Based Routing. Buckle up, as we delve into these exciting functionalities!

Demo (Stage-10): Enable Omni Channel Chatbox

Preparation

  • Ensure you have two Service Agent user accounts created and ready for login.

Enabling Omni-Channel

  • Go To App Manager: Locate and access your platform's App Manager interface.
  • Edit Service Console App: Find the Service Console App and open it for editing.

Add Omni-Channel Utility

  • In the left navigation pane, locate and click "Utility Items".
  • Click the "Add Utility Item" button.
  • From the list of Utility Items, select "Omni-Channel".
    • Set Utility Properties: Configure the properties for the "Omni-Channel" Utility Item according to your platform's specific instructions. 
  • Launch Service Console: Utilize the App Launcher to open the Service Console App.
  • Verify Omni-Channel Utility: Within the Service Console App interface, check if the "Omni-Channel" Utility is now visible.

Setting Agent Availability

  • Login as Service Agent 1: Use one of your Service Agent accounts to log in to the Service Console App.
  • Set Availability Status: Locate the option to set your availability status and choose "Available". This allows you to receive chat requests.
  • Repeat for Service Agent 2: Logout and then log in using your second Service Agent account. Repeat step 2 to set their availability to "Available" as well.

Dual-Monitor (Screen Split) Setup (Optional)

Arrange your two monitors such that you can see both Service Agent consoles side-by-side on the same screen. This allows you to easily manage chats from both agents simultaneously for testing purposes.

Demo (Stage-11): Test Skill Based Routing

Scenario

We will simulate cases requiring different skillsets (Accessories vs. Fuel) and observe how the routing engine assigns them accordingly.

Testing with "Accessories"

  • Create Case Record: Access the case creation interface within your platform.
  • Set Subject Line: Briefly describe the case, for example, "Inquiry about Phone Case".
  • Set Case Description:
    • Include details about the case.
    • Crucially, include the word "Accessories" in the description. This keyword will trigger the skill-based routing.
  • Save Case: Finalize and save the newly created case.

Observe Routing (Accessories)

  • The custom routing engine should analyze the case description containing "Accessories".
  • Based on this keyword, the engine should identify the agent with the "Accessories" skill set (if configured).
  • The case will be routed to the designated agent's queue.

Agent Action (Accessories)

  • Login as Agent with "Accessories" Skill: Use the credentials for the agent assigned to handle accessory-related cases.
  • Check Work Queue: Locate the queue where incoming cases are displayed.
  • Accept Case: Identify the case related to accessories and choose the option to "Accept" it as a work item.

Testing with "Fuel"

  • Repeat Steps 1 & 2: Create a new case record with a relevant subject line (e.g., "Car Trouble - Refueling Issue").
  • Set Case Description:
    • Include details about the case.
    • Crucially, include the word "Fuel" in the description to trigger routing based on a different skillset.
  • Save Case: Finalize and save the newly created case.

Observe Routing (Fuel)

  • The custom routing engine should analyze the case description containing "Fuel".
  • Based on this keyword, the engine should identify the agent with the "Fuel" skill set (if configured).
  • The case will be routed to the designated agent's queue.

Agent Action (Fuel)

  • Login as Agent with "Fuel" Skill: Use the credentials for the agent assigned to handle fuel-related cases.
  • Check Work Queue: Locate the queue where incoming cases are displayed.
  • Accept Case: Identify the case related to fuel and choose the option to "Accept" it as a work item.

Conclusion

By successfully enabling an Omni-Channel Chatbox and implementing Skill-Based Routing, you've significantly enhanced your customer support capabilities.  

Customers can now conveniently reach out through various channels, and your agents are empowered to handle inquiries most aligned with their expertise. This translates to faster resolution times, improved customer satisfaction, and a more efficient support operation overall.

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