November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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External routing
If Salesforce is a new addition to the overall application layer and you cannot use Salesforce's routing engine, external routing allows work items to be routed based on an external application, which will decide which agents have enough capacity and the skills to handle a work item.
To find out more about this routing model, and if you feel you want to join the developer side of things, please refer to the Omni-Channel developer guide at https://developer.salesforce.com/docs/atlas.en-us.218.0.omni_channel_dev.meta/omni_channel_dev/omnichannel_developer_guide_intro.htm.
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.