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This post provides an annotated Object Model for the Salesforce Field Service Lightning product. The document was produced as part of my preparation for the Salesforce Field Service Lightning Consultant certification and is shared as-is with the community for information purposes only. Please note, the notes were written before I sat the exam so no […]
This post provides a technical view on the Salesforce Omni-Channel feature-set added in the Summer ’15 (beta) and Winter ’16 (GA) releases. In functional terms Omni-Channel enables use-cases where work items are proactively pushed to specific agents based on defined rules in relation to priority, capacity and availability. The model extends the traditional Queue approach […]
Live Agent – What is it? Live Agent enables real-time, online chat between an organisation and its customers, prospects etc. The chat sessions can be initiated via clicking a button or link on a web page, or via automated invitation based on page access metrics etc. For the end user, it can be very convenient […]
