This document provides a differentiated description of the Omni-Channel feature on Salesforce on Alibaba Cloud.
What is Omni-Channel?
In customer relationship management (CRM), Omni-Channel refers to an integrated and seamless approach to managing customer interactions across multiple channels. This includes channels like email, phone, live chat, in-person interactions, and more. The key aspect of an Omni-Channel solution is that it gives a unified and consistent customer experience regardless of the channel the customer chooses to use.
What Omni-Channel Features are available on Alibaba Cloud?
Key features of Omni-Channel available include:
Queue-based routing
Skills-based routing
Tab-based routing
Case routing
External routing
Omni-Flows and Flow actions
Secondary routing prioritization
Status-based capacity modeling
Unified Operator (Agent) Experience
Routing configurations
Service Channels
Skills: Skill-based routing rules
Omni-Supervisor
Supervisor dashboards/reports.
Monitoring and allocation and management of resources, queues, and assignments
Console-based Omni-Channel integration
Tray control
Notifications
Standard app Omni-Channel integration
Other supported objects for routing: Accounts, Cases, Chats, Claims, Claim coverages, Claim recoveries, Contact requests, Custom entity data, Incidents, Leads, Orchestration Work Items, Orders, Payment requests, Person trainings, Referrals, Social posts, Swarm members, Work orders, Custom objects that don't have a primary object.
Note: Calls (CTI) are not routed via Omni-Channel, and is a separate UI component. Custom code can integrate or sync the CTI component with the Omni-Channel component.
What is not supported in Omni-Channel on Alibaba Cloud infrastructure?
The following features are not supported as of now:
Bring your own channel (BYOC)
Bring your own voice
Bring your own messaging
SMS
WhatsApp, Facebook Messenger, LINE, Apple Business Messenger.
SOS
Web chat
LiveAgent
LiveMessage
Enhanced Chat
Help Documentation
You can refer to the Omni-Channel help documentation here: Route Work with Omni-Channel (excluding the unsupported features mentioned in this document).