In this Salesforce tutorial, we will learn how to enable the omni channel in Salesforce. Also, we will understand the steps of enabling the Omni channel in Salesforce Lightning and the steps of enabling the Omni channel in Salesforce Classic.
In the Omni channel, the interaction between the customer can happen through any preferred channel, and the system can make sure that the customer information is obtainable through the service agent.
The channel allows businesses to way customer inquiries to the right agent and is based on a predefined rule.
While working with an organization that uses Salesforce, I got a task where I needed to enable the omni channel in Salesforce. To fulfill this requirement I use the Onmi channel object that is present under the data types under the custom objects.
So after looking at the multiple solutions, I found a solution that helped me to enable the Omni channel in Salesforce. If you want to learn how to enable the omni channel in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.
Omni channel in Salesforce
Salesforce Omni channel mentions a customer service approach that focuses on giving a logical and compatible experience over multiple channels of communication. This omni channel includes managing and integrating several customer interaction channels like social media, live chats, and emails within the salesforce platforms.
In an Omni channel, the interaction between the customer can happen through any preferred channel, and the system can make sure that the customer information is obtainable through the service agent.
The channel allows businesses to way customer inquiries to the right agent and is based on a predefined rule. The omni channel also helps in increasing agent productivity by balancing the workload across available agents.
Omni channel allows logical transition between the channels during customer interaction. It can increase customer satisfaction and increase agent efficiency and allow consistent support across all the customers.
In this way, we have learned about omni channels in Salesforce. Now, let’s move further and see how to enable the omni channel in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.
How to enable the omni channel in Salesforce Lightning
Here we are enabling the Omni channel in Salesforce Lightning. If you want to learn how to enable the omni 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 Omni channel in the Quick Find Box and the Omni channel setting comes at the top. Click on the Omni channel setting. And these omni channel settings are present under the omni channel.
Step-3: After clicking on the omni channel settings, the omni channel settings page is open. Under this omni channel page, there are enable omni channel options. If you want to enable the omni channel option then click on the checkbox enable omni channel else leave the checkbox.
After clicking on the enable omni channel checkbox click on the save button that is present at the bottom of the page.
In this way, we understand how to enable the omni channel in Salesforce Lightning. Let’s Proceed further and learn how to enable the omni channel in Salesforce Classic.
How to enable the omni channel in Salesforce Classic
Here we are enabling the Omni channel in Salesforce Classic. If you want to learn how to enable the omni 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 Omni channel in the Quick Find Box and the Omni channel setting comes at the top. Click on the Omni channel setting. And these omni channel settings are present under the omni channel.
3: After clicking on the omni channel settings, the omni channel settings page is open. Under this omni channel page, there are enable omni channel options. If you want to enable the omni channel option then click on the checkbox enable omni channel else leave the checkbox.
After clicking on the enable omni channel checkbox click on the save button that is present at the bottom of the page.
In this way, we understand how to enable the Omni channel in Salesforce Classic.
Conclusion:
Here we have learned about enabling the Omni channel in Salesforce. We have also discussed how to enable the omni channel in Salesforce.
Omni channel allows logical transition between the channels during customer interaction. It can increase customer satisfaction and increase agent efficiency and allow consistent support across all the customers.
Moreover, we have learned that Salesforce Lightning as well as Salesforce Classic gives a simple and easy way to determine how to enable the omni channel in Salesforce.
In addition to this, the following are the topics that we have discussed in this blog:
- Omni channel in Salesforce
- How to enable the omni channel in Salesforce Lightning
- How to enable the omni channel in Salesforce Classic
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I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.