Month: October 2017

When it comes to CRM Customer Engagement, as per Gartner’s Magic Quadrant for the CRM Customer Engagement Center, Salesforce is the in the “Leaders” section. Gartner estimates that 20% of Salesforce’s new revenue came from Service Cloud in 2016 and it expects to exceed $2 billion in 2017. Reference: Gartner.Service always tries to bring new features, innovations to market and the goal is always to increase customer satisfaction. In order to serve the customer better, Salesforce introduces a new feature called – Service Cloud Lightning Snap-In. Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today’s connected customers. In this post, I will explain how to configure Lightning Snap-Ins with Omni Channel and receive chat request. So I know you guys are really excited to know this new feature. So without any further detail, let’s get into the main topic. I am going to mention the steps below. If there is any pre-requisite, I will mention the same.Step 1: Pre-Requisite: Live Agent and Omni Channel is enabled.You need to make sure Live Agent and Omni Channel is enabled. There should be user present in your org with Live Agent checkbox checked. Omni Channel should be added to your console app.Step 2: Create Queue for Live Chat TranscriptStep 3: Create Omni-PresenceStep 4: Create Live Chat ButtonStep 5: Create Live Agent DeploymentStep 6: Create Force.com Site. You can...