How to enable and configure omni-channel (Queue-Based Routing) for use with Charket
在 Charket 中启用和配置 Omni-Channel（基于 Queue 的路径）
1. Checked the Service Cloud User in your user detail page.
在用户详情页中选中 Service Cloud User。
2. Navigate to Setup.
导航到 Setup。
3. Navigate to Build > Customize > Omni-Channel > Omni-Channel Settings.
导航到 Build > Customize > Omni-Channel > Omni-Channel Settings。
4. Click Enable Omni-Channel and click the Save button.
点击 Enable Omni-Channel，点击保存。
5. Select the Enable Status-Based Capacity Mode.
选择 Enable Status-Based Capacity 模式。
6. Navigate to Build > Customize > Omni-Channel > Service Channels and click the New button. Create a new service channel as follows and click the Save button.
导航到 Build > Customize > Omni-Channel > Service Channels，点击新建。创建一个新的 service channel 如下图所示，点击保存。
7. Navigate to Build > Customize > Omni-Channel > Routing Configurations and click the New button. Create a routing configuration as follows and click the Save button.
导航到 Build > Customize > Omni-Channel > Routing Configurations，点击新建。创建一个 routing configuration 如下图所示，点击保存。
8. Navigate to Build > Customize > Omni-Channel > Presence Statuses and click the New button. Create a service presence status as follows and click the Save button.
导航到 Build > Customize > Omni-Channel > Presence Statuses，点击新建，创建一个 service presence status 如下图所示，点击保存。
9. Navigate to Administer > Manage Users > Queues.
导航到 Administration > Manage Users > Queues。
10. Click New. Create a new queue as follows. Add all applicable Charket Agent users or groups in the Queue Members section. Ensure that your own user account is included in this list. Once complete click the Save button.
点击新建一个 queue，如下图所示。在 Queue Members 部分添加所有适用的 Charket Agent 用户或组别。确保此列表中包含你的用户帐户。完成后，点击保存。
11. Navigate to Administer > Permission Sets > Charket - Basic Access > Service Presence Statuses Access and click the Edit button. Move both the Online - Charket and Offline service presence statuses to the Enabled Service Presence Statuses box and click Save.
导航到 Administration > Permission Sets > Charket - Basic Access > Service Presence Statuses Access，然后点击编辑。将 Online - Charket 和 Offline service 移动到 Enabled Service Presence Status，然后点击保存。
12. Create a new Console Navigation App.
创建一个新的 Console Navigation App。
13. Add the related Custom Utilities to the Utility Bar.
将相关的 Custom Utilities 添加到 Utility Bar。
14. Fix the Charket Settings to assign agent by Omni-Channel.
在 Charket Settings 中设置由 Omni-Channel 分配客服。
15. Add Chats tab to WeChat Follower record page and assign it to Omni Channel app.
将 Chat 组件添加到 WeChat Follower record 页面，将其分配到 Omni Channel app。
16. Create a Flow to assign agent (Follower Owner : Queue) .
创建一个分配客服的 Flow（Follower Owner : Queue）。
- a. Create a Flow for WeChat Transcript Object.
- b. Navigate to Setup > Flow, click New Flow button
- c. Choose the Record-Triggered Flow, click Create
- d. For the Object, select WeChat Transcript
- e. For Configure Trigger, select A record is created or updated
- f. Set Entry Conditions is None
- g. Optimize the Flow for: Actions and Related Records
- i. Click Done.
j. Click Add Element, select Decision.
Set up the condition with the following information, click Save.
|
Resource |
Operator |
Value |
|
| {!$Record.Charket__WeChatAgent__c} | Is null | True | |
| {!$Record.Charket__WeChatFollower__r.OwnerId} | Does not equal | Queue ID | |
| {!$Record.Charket__IsActive__c} | Equals | True | |
| {!$Record.Charket__WeChatFollower__r.Charket__WeChatAccount__c} | Equals |
|
k. Click the ➕ in the upper left corner, click Done.
| Resource | Operator | Value |
|
{!$Record.Charket__Status__c} |
Equals | Completed |
l. Click Add Element in Filter Follower path, select Update Record in Logic.
Set up the condition with the following information.
|
Field |
Operator |
Value |
|
Id |
Equals |
{!$Record.Charket__WeChatFollower__c} |
Set Field Values for the WeChat Follower Records, Click Done.
| Field | Operator | Value |
|
OwnerId |
Equals |
Queue ID |
|
WeChatTranscriptStatus__c |
Equals |
Waiting |
m. Click Add Element in Judgment Transcript Status path, select Update Record in Logic.
Set up the condition with the following information.
| Field | Operator | Value |
|
WeChatTranscriptStatus__c |
Does Not Equal |
Completed |
Set Field Values for the WeChat Follower Records, Click Done.
| Field | Operator | Value |
|
WeChatTranscriptStatus__c |
Equals |
Completed |
n. Click Done.
o. Click Save and Activate.
