Loading

Impacts of Omni-Channel Flow migration

Publiseringsdato: Jun 5, 2024
Beskrivelse

Migrating Omni-Channel Flows between environments isn’t fully supported today. When an Omni-Channel Flow is migrated, the route work action brings the Queue Id, Service Channel ID references including other variable references from the previous environment into the target environment.

 

The RouteWork Action of migrated flow carries over references from the selections in the previous environment to the destination environment.

Impacts:

  • A valid Pending Service Routing(PSR) record will not be created, resulting in a failure to route using Route WorkAction. 
  • Attempts to use fallback routing
Løsning

[1]

  • Create a record variable (object Group) to save the Group (queue) to where the work item will be routed
  • Before the route action, insert a Get Records element where search the object Group with the following conditions:
    • Type Equals Queue
    • DeveloperName Equals [The developer name of the queue to where the work item should be routed]
  • The result of the Get Record element should be saved in a record variable mentioned above
  • In the Route Action, instead of using the Select Queue option, please use the variable previously defined by selecting the Id of the group (for example: if the variable was called group, the queue ID value will be {!group. Id}

Note: The above workaround does not resolve the issue with the Service Channel and Routing Configuration that needs to be selected manually from the lookup field in the Route Work Action.

 

[2] 

  • Alternatively, Once the flow has been deployed you can remove the previous references in the routing action and re-instantiate/add back the variables manually in the Omni Channel flow.
Knowledge-artikkelnummer

002068975

 
Laster
Salesforce Help | Article