When we create a flow in Salesforce, we often encounter situations where a flow attempts to automate a process but fails due to reasons such as missing or incorrect field data. In this situation, without error handling, the flow stops, and we are unable to determine the cause of the error. Here, we can utilize … Read more >>>
We had recently set up Omni-Channel with skill-based routing for one of our clients. The client then addressed one issue regarding the case assignment. In the case routing configuration, the cases were aligned in the queue in the sequence in which they were created. In this, the high-priority cases were queued behind the low or … Read more >>>
In Salesforce, while creating a screen flow for a real estate company, I had to consider field access for two user profiles: Agent and Internal Sales User. Since agents don’t have permission to view or update sensitive fields, I needed to perform actions beyond the permissions of the logged-in user, so I need to flow … 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 >>>
We had set up Salesforce Omni-Channel for one of our clients to route support cases using queue-based routing. Initially, we used flows to assign skills based on fixed values, such as product or language. Later, the client requested a more dynamic routing setup, where the case should be assigned to agents based on multiple conditions … 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 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 >>>
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 >>>
Our organization uses Salesforce as its CRM tool, and the support team assigns cases manually. As a Salesforce Administrator, I was assigned the task of automating the case assignment for new cases. In Salesforce, we can automate this process using a case assignment rule. In this tutorial, I will explain the case assignment rules in … Read more >>>
In this Salesforce tutorial, we will learn to Pause and Resume a Screen Flow in Salesforce. In Salesforce flows, we have a Pause feature, specifically for the Screen flow. This helps in pausing a flow for a specific time duration, and with the Resume function, we can start the flow from where it was paused. … Read more >>>