När Omnichannel-dirigering har konfigurerats för IT-tjänster skickas inkommande arbetsobjekt som incidenter, problem och ändringsbegäranden automatiskt till de mest lämpliga supportrepresentanterna. Supportrepresentanten kan se den inkommande begäran direkt i Agentic IT Service Desk-appen via Omni-Channel Inbox och välja att acceptera den.
Versioner som krävs
Tillgängliga i: Lightning Experience
Tillgängliga i: Enterprise, Performance och Unlimited Editions med Agentforce IT Service.
Nyckelkomponenter i Omnichannel-dirigering för IT-tjänster Salesforce skapar eller använder flera nyckelkomponenter för att leverera Omnichannel-dirigering. När du använder ett guidat flöde skapar vi vissa av dessa komponenter automatiskt åt dig.
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