Salesforce Status App Setup 1.0

Salesforce Status App Installation Steps (Ver 1.0)

Installation link: Status App for Salesforce Enterprise 1.0

Agent Status Inheritance App installed to a Salesforce org gives admins an ability for mapping CRM agent statuses to agent status in real time. By inheriting the CRM's agent status, it allows admins to drive agent status from their CRM in real time.

For example, if an agent is handling email in the CRM, that could be configured to define the agent's status as unavailable in agent adapter.

The installation consists of seven high level steps (Steps 1 - 7) containing sub-steps outlined below.

Before you begin

Salesforce and Portal access needed
- Portal Access: ask your internal contact or Admin for a user account with both Admin and Agent roles assigned
  - Admin role will give you access to Developer settings
  - Agent role will give you access to the Agent Adapter to utilize and test the Agent Status functionality
- Salesforce permissions and setup:
  - Administrative access
  - Assigned Omni-channel access
  - Your profile will need to be assigned to the Call Center that has been set up in order to see the agent adapter in Salesforce
Your organization's environment URL will be used throughout the process. It can be found in your Admin Portal link that you should gain access to when your account is set up. The url is https://[subdomain].[domain].
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Feature details

1 to 1 Salesforce agent account to agent account mapping is required
- This feature does not support a single SFDC agent account mapped to multiple agent accounts. Real time status mappings from the CRM will be ignored.

Step 1: Install App

In this section, we will guide you to install App before you install the Agent Status Inheritance App.

Prerequisites

The latest Salesforce package.

Result

Package is installed in your Salesforce org.

Step 2: Configure Omni-Channel

This section is only supplemental information and should be used in conjunction with the Salesforce Documentation.

In this section, we will guide you to configure the minimal Omni-Channel settings in the Salesforce org to use Agent Status Inheritance App.

Prerequisites

Salesforce Administrator access
General background knowledge about Salesforce Omni-Channel. Example resources to consult:
- https://trailhead.salesforce.com/content/learn/modules/omni-channel-lex
- https://www.paulbfischer.com/how-to-setup-omni-channel-in-salesforce-lightning/

Notes

The following steps address minimal settings to be able to utilize the Agent Status Inheritance App and does not cover Service Channels, Routing Configurations and Queues setup which may be required for your specific business purposes.

Sub-steps

Enable Omni-Channel Settings
Add Presence Statuses
Add Omni-Channel to the console app in Salesforce Classic
Add Omni-Channel to the console app in Salesforce Lightning
Grant Users or Profiles Access to Service Presence Status
Verify Omni-Channel works in the Salesforce Classic Console
Verify Omni-Channel works in the Salesforce Lightning Console

Sub-step 1: Enable Omni-Channel Settings

From Setup, enter omni in the Quick Find box, then select Omni-Channel Settings.
Select Enable Omni-Channel.
Click Save.

Sub-step 2: Add Presence Statuses

The Presence statuses should match those used in the Admin Portal. If Statuses are already set up in the Admin Portal, make sure the statuses are all entered here as well. For more information, see Agent Statuses.

From Setup, enter Presence Statuses in the Quick Find box, then select Presence Statuses under Omni-Channel.
Click New.
In the next screen, you can add a status. For example type "Available" for Status Name and this will fill automatically "Available" for Developer Name.
Repeat Step 3 according to your needs. For example you can create "Available For Email", "Busy", "Meal" etc for the Presence Statuses.

Sub- step 3: Add Omni-Channel - Salesforce Classic

If you are using Lightning only, skip this step.

From Setup, enter App in the Quick Find box, then select Apps under Create.
Click the Edit button left of Sample Console (You may have a different name).
In the Edit screen, find the Choose Console Components section.
Select Omni-Channel in the Available Items dropdown.
Click Add then Omni-Channel will appear in the Selected Items dropdown.
Click Save.

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Sub-step 4: Add Omni-Channel - Salesforce Lightning

If you are using Classic only, skip this step.

If you are currently in Classic, click Switch to Lightning Experience.
Click the gear icon, then click Setup in the upper right area of the Lightning screen.
From Setup, enter App in the Quick Find box, then select App Manager under Apps.
Click the downward arrow icon in the upper-right of Service Console (You may have a different name).
Click Edit.
Click Utility Items in the Lightning App Builder screen.
Click Add Utility Item and select Omni-Channel.
Click Save.
Click Back in the upper right corner of the screen.

Sub-step 5: Grant Users access to Service Presence Statuses

In order for a Service Presence Status to be available to a User, access for each status needs to be granted to each applicable Profile/Permission Set. If a Profile/Permission set does not have access to a certain Service Presence Status, then that status will not be available/visible in the omni-channel widget for the assigned users.

Please reference Give Users Access to Presence Statuses with Profiles and Give Users Access to Presence Statuses with Permission Sets from Salesforce. The below steps are the simplified steps for giving access with Profiles.

From Setup, enter Users in the Quick Find box, then select Profiles under Manage Users.
Click a Profile name in the main section that you want grant access to Service Presence Status.
Find Enabled Service Presence Status Access and click Edit.
In the edit screen, select items in the Available Service Presence Statuses dropdown and click Add.
Click Save.
Repeat the steps 3 through 6 for each profile that you want to grant access to Service Presence Status.

Sub- step 6: Verify Omni-Channel works - Salesforce Classic Console

If you are using Lightning only, skip this step.

If you are in Setup, click Back to Sample Console in the upper-left area of the screen (You may have a different name).
In the bottom-right area of the Console click the Omni-Channel button.
Click the Offline link in the Omni-Channel widget.
Select one of Service Presence Status and see if you can change the status.

Sub- step 7: Verify Omni-Channel works - Salesforce Lightning

If you are using Classic only, skip this step.

In the bottom-left area of the Console screen, click the Omni-Channel button.
Click Offline link in the Omni-Channel widget.
Select one of Service Presence Status and see if you can change the status.

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Result

Now Omni-Channel is enabled in your Salesforce org.
You can use Omni-Channel in your Salesforce console.

Step 3: Remote Site Settings

In this section, we will guide you to configure the remote site settings for the Agent Status Inheritance App to be able to send data from your Salesforce org to the server.