This short product-demo transcript describes Salesforce Service Cloud Omni: real-time routing that sends the right work to the right agents based on agent-set availability and business priorities; agents receive full case and customer context. It highlights cross-object routing (leads, SOS sessions, custom objects), manager controls for prioritization and capacity limits, and operational KPIs surfaced via Salesforce reports, dashboards, and Wave analytics.
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With Service Cloud, Omni companies can deliver faster service and greater agent efficiency by routing the right work to the right agents in real time. Agents set their availability directly from the console to indicate the type of work they're ready for, and Omni intelligently routes work to the appropriate staff based on your business priorities. Once an agent accepts the case, they can immediately see the full context of the case and a complete view of the customer they're serving. Other departments can benefit as well because Omni can deliver work in real time to any employee from Salesforce objects like leads, SOS sessions, and even custom objects. Behind the scenes, managers control the priority of work to expedite critical items and ensure their operation is delivering on business drivers. Managers can also set capacities for their staff to regulate the amount of work so their teams never get overwhelmed with more than they can handle. Omni also gives you valuable operational metrics so you can gain insights about KPIs including work volumes, speed to answer and agent product all through familiar Salesforce reports and dashboards and even wave analytics. Transform your agent experience and deliver faster, smarter service to your customers with Service Cloud from Salesforce.
