Provide Customer Support for Real-Time Channels with Omni-Channel
Service customers using their preferred means of real-time communication, including
phone, messaging, or chat in standard and enhanced channels. You can accept and manage these types
of support requests in Omni-Channel. If needed, while helping a customer, you can reach out to
your supervisor to get support.
Support Customers Using the Omni-Channel Component To begin receiving inbound requests from customers or to make outbound contacts, log in to the Omni-Channel component and update your status to indicate that you're available.
Get Help from a Supervisor While servicing a customer on the phone or in a messaging or chat session, you can have a private conversation with your supervisor to get help and escalate issues. Raise a flag to get their attention, and then have a 2-way messaging conversation with them, or request that they join the conversation with the customer.
Reassign Work Manually Similar to transferring Voice calls and Messaging sessions, you can reassign routable standard and custom objects to a new routing destination with Omni-Channel. For example, you can reassign a case or lead. Instead of changing the Owner field of the work record, you can reassign the work item to a different queue, service rep, skill, or Omni-Channel flow. When a work item is reassigned, Omni-Channel routes it to the new destination. To improve resolution times and meet SLA goals, Omni-Channel maintains reassigned work item’s priority in the queue. This feature is available with Enhanced Omni-Channel only.
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