We recently set up skill-based routing using Omni-Channel Flow for an automotive client. Their support cases needed to be routed to agents based on skills like Billing, Technical, or language support. Instead of using Skills-Based Routing Rules, we built an Omni-Channel Flow that dynamically assigns cases to agents based on case fields like type and … Read more >>>
In Salesforce, we usually use classic or Lightning email templates to send automated emails. These work well for simple messages, but they can’t do much with design. For example, when a customer buys something, we want to send a welcome email with their name, product details, and a link to get started. An HTML Email … Read more >>>
In Salesforce, you may need to copy data from one object to another. For example, your company uses Salesforce to manage job applications. You have two custom objects: Job Application and Candidate Profile. When a recruiter marks a job application as “Shortlisted”, you want to automatically create a candidate profile record using relevant fields from … Read more >>>
We have configured Omni-Channel for our German-based client, an automotive company. They raised one concern with us that support Agents were exploiting the system by keeping tabs open even when they are not actively working on tasks. This resulted in inefficient allocation of resources and decreased overall productivity. Additionally, if an agent closes a tab … Read more >>>
We had recently configured Salesforce Omni-Channel for one of our German-based automotive clients. In the setup, we have used the queue-based routing to assign work (case) to the agents. Later, for business requirements, they requested that the work be assigned to agents based on their skills, rather than randomly. For example, if a case requires … Read more >>>
While creating a Salesforce Flow, you may sometimes need to count how many records are stored in a collection variable. This is a common requirement in many business scenarios. For example, you may want to send an alert if there are more than 5 cases related to an Account, or show a message if no … Read more >>>
If you’re preparing for a Salesforce job interview, knowing about Salesforce Flows is very important. Flows help automate business processes without writing code. In this article, we’ve listed 50 Frequently Asked Salesforce Flow Interview Questions and Answers. Whether you’re a beginner or have some experience, these questions will help you feel confident and ready for … Read more >>>
You may face a duplicate error when creating or updating records using Apex code in Salesforce. This happens when Duplicate Rules are active and detect a matching record. In some cases, you may want to bypass these duplicate rules, such as during data import, integration, or when implementing specific business logic. In this tutorial, we … Read more >>>
Recently, I created a system management app in Salesforce using Lightning Web Component. In that, I got a requirement to display parent Account details on the contact record page using a pop-up modal. With this, users don’t need to navigate to the Account record page and can see the information in the modal popup. While … Read more >>>
In Salesforce Apex classes, we can define class methods in two ways: one without parameters, where we simply want to fetch static data in the LWC component by calling the Apex method. The other method is with parameters, which are mapped with input fields in the Lightning web component and used in scenarios such as … Read more >>>
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