When Omnichannel Routing is set up for IT services, incoming work items such as
incidents, problems, and change requests are automatically sent to the most suitable support
reps. The support rep can see the incoming request right in the Agentic IT Service Desk app
through the Omni-Channel inbox and choose to accept it.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
Key Components of Omnichannel Routing for IT Services Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you.
Эта статья решила вашу проблему?
Оставьте свой отзыв, чтобы мы могли стать лучше!
Загрузка
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
