In this Salesforce tutorial, we will discuss, what is a service channel in Salesforce, and how to create a service channel in Salesforce Lightning and create a service channel in Salesforce Classic.
After creating the omni channel then we need to create the service channel. The service channel is defined as a tool or device by which customer interaction and support requests are controlled. It is designed to be efficient and increase customer support operations.
While working with an organization that uses Salesforce, I got a task where I needed to create a service channel in Salesforce. To fulfill this requirement I use the service channel object that is present under the Omni Channel.
So after looking at the multiple solutions, I found a solution that helped me to create a service channel in Salesforce. Let us discuss in detail everything about the Service channel in Salesforce.
Service Channel in Salesforce
In Salesforce the service channel is a method that permits us to organize and manage customer service requests productively. This service channel can first be used in the Salesforce service cloud, which is defined as a customer service platform given by Salesforce.
The service channel is defined as a tool or device by which customer interaction and support requests are controlled. It is designed to be efficient and increase customer support operations.
In Salesforce the service channel is the middle point of the company that can allocate the cases, work items, and customer inquiries to the suitable team. The service channel can give the combined view of the interaction between the customer and allow the holding of service requests across different channels like social media, chats, emails, phones, etc.
The service channel permits the task of the customer inquiries form on a predefined rule and workload balancing. This makes sure that the request is directed to the most satisfactory teams.
Now, let’s move further and see how to enable the service channel in Salesforce Lightning and Salesforce Classic experiences.
How to create a service channel in Salesforce Lightning
Here we are enabling the service channel in Salesforce Lightning. If you want to learn how to enable the service channel in salesforce lightning follow these steps:
Step-1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.
Step-2: After clicking on the setup option, the setup page is open. Enter the service channel in the Quick Find Box and the service channel comes at the top. Click on the service channel. And these service channels are present under the Omni channel.
Step-3: After clicking on the service channels, the service channels page is open. Here the service channels route work from the salesforce object, like cases, chats, leads, or even custom objects, to support agents.
For creating the service channel, click on the new option that is present at the top of the page.
Step-4: Click on the new button, and the new service channel page is open. Here we can fill in the basic information regarding the service channel. Firstly fill in the service channel name as a case service queue.
After that fill in the developer’s name by simply clicking on the developer field and then selecting the salesforce object. Here we select the salesforce object as a case and then click on the save button that is present at the top and the bottom of the service channels page.
Step-5: After filling in all the information related to the service channel, the service channel is created successfully, and we can also edit and delete the created service channels in Salesforce.
In this way, we understand how to create the service channel in Salesforce Lightning. Let’s Proceed further and learn how to create the service channel in Salesforce Classic.
Read How to Create the Routing Configuration in Salesforce
How to create a service channel in Salesforce Classic
Here we are creating the service channel in Salesforce Classic. If you want to learn how to create the service channel in Salesforce Classic follow these steps:
1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.
After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.
2: After clicking on the setup option, the setup page is open. Enter the service channel in the Quick Find Box and the service channel comes at the top. Click on the service channel setting. And these service channels are present under the Omni channel.
3: After clicking on the service channels, the service channels page is open. Here the service channels route work from the salesforce object, like cases, chats, leads, or even custom objects, to support agents.
For creating the service channel, click on the new option that is present at the top of the page.
4: Click on the new button, and the new service channel page is open. Here we can fill in the basic information regarding the service channel. Firstly fill in the service channel name as a lead service channel.
After that fill in the developer’s name by simply clicking on the developer field and then selecting the salesforce object. Here we select the salesforce object as a case and then click on the save button that is present at the top and the bottom of the service channels page.
5: After filling in all the information related to the service channel, the service channel is created successfully, and we can also edit and delete the created service channels in Salesforce.
By following the above steps, we can create the service channel in Salesforce Classic.
Conclusion
In this Salesforce tutorial, we have learned about the Service channel in Salesforce, creating a service channel in Salesforce. We have also discussed how to create a service channel in Salesforce Lightning and Salesforce classic.
The service channel is the middle point of the company that can allocate the cases, work items, and customer inquiries to the suitable team. The service channel can give the combined view of the interaction between the customer and allow the holding of service requests across different channels like social media, chats, emails, phones, etc.
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