#1MinuteTip #SalesforceSummer21 Connect Your Customers to the Right Service Agents Using Omni-Channel Flow (Beta) – Manage complex routing processes from a centralized location to create efficient, flexible and productive service experiences
References & Useful URLs
- Salesforce Summer ’21 Release Notes – https://help.salesforce.com/articleView?id=release-notes.rn_omnichannel_flow.htm&type=5&release=232
Is there a way to find the agents available capacity through the Omni Flow before routing case to the agent
Hi Dhana, I haven’t worked with this so can’t give a definite answer, but see if this help article from Salesforce helps – https://help.salesforce.com/s/articleView?id=release-notes.rn_check_availability_for_routing_action.htm&release=238&type=5