Standard vs. Enhanced Omni-Channel in Salesforce: What is the difference?
When managing customer service, ensuring the efficient and accurate routing of customer inquiries is key to maintaining a positive customer experience. Salesforce offers two powerful solutions for work distribution: Standard and Enhanced Omni-Channel. Both options help you deliver excellent customer support, but understanding the differences can help you choose the best fit for your organization.
In this blog post, we’ll dive into the key features and benefits of Standard and Enhanced Omni-Channel in Salesforce, helping you determine which version aligns with your needs.
1. The Core Concept: Routing Work Efficiently
At its foundation, both Standard and Enhanced Omni-Channel aim to distribute work items—like cases, chats, and leads—efficiently to the most suitable agents based on pre-set criteria. Whether you choose Standard or Enhanced Omni-Channel, Salesforce will help you connect customers with the right resources at the right time.
However, Enhanced Omni-Channel offers more advanced routing capabilities, which are ideal for larger or more complex teams needing a robust solution for managing a high volume of requests across multiple channels.
2. What is Standard Omni-Channel?
Standard Omni-Channel is a reliable solution for companies seeking to improve their work assignment process without the need for complex configurations.
Key features include:
Basic Work Routing: Automatically assigns cases, chats, or tasks to available agents based on their current capacity and availability.
Skill-Based Routing: Matches work items to agents who possess the relevant skills to resolve the issue.
Capacity Management: Allows you to set limits on the number of tasks an agent can handle at one time, ensuring no one is overwhelmed.
Best For: Small to mid-sized teams that primarily need to route cases, chats, and tasks with straightforward logic.
3. What is Enhanced Omni-Channel?
Enhanced Omni-Channel builds on the features of Standard Omni-Channel, adding more sophisticated routing options and real-time management tools.
Key features include:
Advanced Routing Controls: Provides flexibility to define custom routing rules, such as prioritizing work by urgency or customer value.
Agent Management and Real-Time Monitoring: Supervisors can use Omni-Channel Supervisor to monitor agent workloads, availability, and performance in real-time, making it easier to reassign tasks when necessary.
Skill Proficiency and Multiskill Routing: Allows for more granular control over work assignment, considering not only whether an agent has a skill but also their proficiency level, ensuring the most skilled agents handle the toughest tasks.
Best For: Large or complex customer service environments where advanced control over work distribution, in-depth monitoring, and real-time data are crucial for success.
Conclusion
Both Standard and Enhanced Omni-Channel can significantly improve your customer service operations by ensuring that work items are efficiently routed to the right agents. If your business requires straightforward routing and capacity management, Standard Omni-Channel will serve you well. On the other hand, if your team needs advanced routing options, real-time monitoring, and enhanced control over agent performance, Enhanced Omni-Channel is the more powerful solution to meet those needs.
Ready to discover how Omni-Channel can transform your service delivery? Schedule a free consultation today to see how we can help you leverage Salesforce to enhance your customer support and satisfaction!
