Boost Your Salesforce Experience with Enhanced Omni Channel Upgrade

Upgrade to Enhanced Omni-Channel for an Improved Salesforce Experience

Enhance your omnichannel journey with the upgraded version of Enhanced Omni-Channel. The new, streamlined Agent UI allows for a smoother and more logical workflow, including the ability to pause tasks while handling urgent matters. Utilize the summary wallboard in the enhanced Supervisor experience to follow multiple agents' work on one page.

This upgrade is avlable in Lightning Experience across Professional, Enterprise, Performance, Unlimited, and Developer editions.

How to Upgrade:

1. Log into your Salesforce account.

2. Navigate to Omni-Channel Settings.

3. Click Enhanced Omni-Channel Routing.

Currently, Enhanced Omni-Channel supports Messaging, Voice, and Bots. To utilize Chat with this version, upgrade Chat to Messaging for In-App or Web. For those using Standard Messaging channels, switch them to their Enhanced equivalents.

Additional Resources:

• Speed Through Work: Learn how Enhanced Omni-Channel can help you navigate your tasks more efficiently.

• Follow Your Agents' Work: Discover the enhanced Supervisor experience that allows easy tracking of multiple agents' activities in one view.

• Customer Feedback: See how other Salesforce users have benefited from Enhanced Omni-Channel.

For Support:

Get assistance with the upgrade or any related issues by accessing our support resources, finding more tutorials, or connecting directly with experts.

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Community:

Explore AppExchange for additional resources and connect with other administrators, developers, and learners through various forums. We also offer trning programs, certification courses, and trust services to help you make the most of your Salesforce experience.

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