Enhanced Omni-Channel - New Features and Functionality

10:45 AM - 11:30 AM

Conference 4

Enhanced Omni-Channel – New Features and Functionality

The purpose of this session is to understand the key differences between Omni-Channel and Enhanced Omni-Channel and how the new, enhanced features will be beneficial to their Support team processes. This session will include relevant information regarding new features and functionality of Enhanced Omni-Channel with the objective of equipping Salesforce Teams and/or Support Team users with knowledge, use-cases, and ideas to take with them and build off of to meet their specific needs.

Key takeaways of this session are:

  • Differences between Omni-Channel and Enhanced Omni-Channel and what these differences mean?
  • Side-by-side comparison and what this means.
  • What is the Enhanced Agent Experience?
    • UI feature review
  • What is the Sidebar Layout?
    • How do I enable the Sidebar Layout?
  • What is Interruptible Capacity?
    • How do I set dedicated capacities?
    • How do I set the size for Paused work items?
    • How do I pause work items?
  • Omni-Supervisor - New features and functionality
    • Wallboard
  • What is the Wallboard?
  • What can I do with the Wallboard?
  • How do I add the Wallboard?
    • Customizable Tabs
  • What are customizable Tabs?
  • What are some use cases for Customizable Tabs?
  • How do I create a Customizable Tab?
  • How do I add the Customizable Tab to a Supervisor Configuration?
  • How can I Audit Queue membership changes?
  • Who will have Enhanced Omni-Channel by default?
  • Who can upgrade to Enhanced Omni-Channel?
  • How do I upgrade to Enhanced Omni-Channel?
  • This session is set apart from others because it highlights new functionality and use cases related to Enhanced Omni-Channel. Omni-Channel information deserves more coverage and is highly beneficial for providing relevant information, and for improving the daily functions of both Support Agents and Supervisors

    Photo of Amanda Slattery

    Amanda Slattery