Articles tagged “omni-channel”

16 articles

• CallCenterRoutingMap Metadata Type in SFDX

  Map Salesforce Omni-Channel queues, skills, and users to external Amazon Connect or partner telephony ARNs using CallCenterRoutingMap in SFDX.

• MessagingChannel Metadata Type in Service Cloud

  Configure and deploy MessagingChannel metadata in Salesforce to manage Service Cloud Digital Engagement channels, routing rules, and automated responses.

• ObjectLinkingSettings Metadata Type Guide

  Configure and deploy ObjectLinkingSettings metadata in Salesforce to automate record association across Service Cloud Voice, Chat, and Messaging channels.

• OmniChannelSettings Metadata Type Guide

  Configure and deploy OmniChannelSettings metadata in Salesforce to enable work item routing, skills-based routing, and real-time supervisor monitoring.

• OmniSupervisorConfig Metadata Type in SFDX

  Configure and deploy OmniSupervisorConfig metadata in Salesforce to customize supervisor visibility, agent monitoring tabs, queues, and manager actions.

• PresenceDeclineReason Metadata in SFDX

  Configure PresenceDeclineReason metadata in Salesforce to standardize Omni-Channel agent decline reasons for Service Cloud supervisor analytics and WFM.

• PresenceUserConfig Metadata Type for Omni-Channel

  Configure Omni-Channel agent capacity, interruptible capacity, auto-accept, decline reasons, and push timeout statuses with PresenceUserConfig in SFDX.

• Queue Metadata Type Reference

  Configure and deploy Queue (.queue-meta.xml) metadata to manage supported SObjects, queue members, Omni-Channel routing configs, and Queue SOQL queries.

• QueueRoutingConfig Metadata Type for Omni-Channel

  Configure Omni-Channel routing priority, routing models, capacity weights, and skill timeouts using the QueueRoutingConfig metadata type in Salesforce.

• RelatedRecordAssocCriteria Metadata in SFDX

  Master RelatedRecordAssocCriteria metadata to configure automated record matching and contextual association rules in Salesforce Service Cloud and FSC.

• ServiceChannel Metadata Type for Omni-Channel Routing

  Configure Omni-Channel work item channels with the ServiceChannel metadata type. Learn status-based vs tab-based capacity, ACW timers, and SOQL queries.

• ServiceCloudVoiceSettings in SFDX

  Deploy ServiceCloudVoiceSettings in Salesforce DX to configure cloud contact center telephony, automated call recording, and desk integration.

• ServicePresenceStatus in SFDX

  Configure ServicePresenceStatus metadata in Salesforce to manage Omni-Channel agent availability, channel routing, and presence permissions.

• Skill Metadata Type for Omni-Channel & Field Service

  Define agent and technician capabilities using the Skill metadata type. Learn skills-based routing, skillType grouping, and SOQL queries for SkillRequirement.

• UiPreviewMessageTabDef Metadata Type in SFDX

  Configure and deploy UiPreviewMessageTabDef in Salesforce to define message preview tabs, communication channels, and omni-channel preview surfaces.

• WorkSkillRouting Metadata Type Guide

  Master the WorkSkillRouting metadata type to configure Omni-Channel skills-based routing rules, mapping field values to agent skills and proficiency levels.