November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Chat (Live Agent) Setup flow
Let's start with the Chat (Live Agent) Setup flow (we are accustomed to these kinds of flows since we have already used them for Knowledge and Omni-Channel setup).
Go to Service Setup | Recommended Setup | View All and look for Chat With Customers. The wizard will guide you to the following steps:
- Add a new queue and an agent group (name the queue Incoming Web Chats and the agent group Chat Agents) and assign users to the group (we can add them later). This step sets up the presence and queue for the chat work items (as we have already seen in Omni-Channel). Users need to have an additional Live Agent license and they are assigned the Live_Agent_Setup_Flow permission set for presence.
- Add new routing configuration ...
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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.