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 can I do with the Wallboard
    • What can I do with the Wallboard
    • How do I add the Wallboard
  • 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 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.

I am qualified to hold a session on this topic because I have recently worked to gather requirements, design, build and deploy Enhanced Omni-Channel for a large company with a large Support Team that has highly complex Support Processes. Enhanced Omni-Channel has allowed us to provide relevant data and streamline processes for our client.