Vantiq SF系统部署操作手册v1.1_shao

目录

1、前期准备工作 ................................................................................................................................................3

1.1、SF启用相关应用配置 ....................................................................................................................3 1.2、用户个人设置启用 ..........................................................................................................................4 1.3、部署更改集 ........................................................................................................................................4 1.4、新建Queue ......................................................................................................................................5 1.5、Knowledge设置 ............................................................................................................................5 2、Omni-channel配置 ..................................................................................................................................6

2.1、Live Agent配置 .............................................................................................................................6

a、部署LiveAgent（注意修改Live Agent Button Routing Information） .......6 b、启用社区（提供Domain地址、社区名称）新建社区 ..............................................7 c、设置社区布局，显示Component Snap-ins ................................................................9 d、验证Live Agent Classic .......................................................................................................9 2.2、Omni-channel配置 .................................................................................................................. 10

a、创建Service Channel（注意Omni-Channel是否启用） .................................. 10 b、路由配置 .................................................................................................................................... 11 c、将路由配置信息链接到队列 ............................................................................................... 11 d、设置客服状态 .......................................................................................................................... 12 e、找到客服对应的简档，分配对客服状态的权限 .......................................................... 13 f、修改Chat Button路由信息 ............................................................................................... 13 g、Service Cloud Lightning app 测试Omni ............................................................... 13

3、Emai To Case ............................................................................................................................................ 15

3.1、On-Demand Email-to-Case配置路由地址 ................................................................... 15 3.2、邮箱认证 ......................................................................................................................................... 16 3.3、Email To Case测试 ................................................................................................................... 16 4、社区基本设置 ............................................................................................................................................. 17

4.1、设置社区公开访问权限（注意社区是否启用） ................................................................ 17 4.2、定义站点品牌等信息 .................................................................................................................. 19 4.3、知识库显示以及推荐内容显示 ................................................................................................ 19 5、注意事项 ...................................................................................................................................................... 21

5.1、Omni-Channel在线，社区用户显示客服离线 ............................................................... 21 5.2、社区外部不能访问 ....................................................................................................................... 22

1、前期准备工作

1.1、SF启用相关应用配置

启用live agent、Knowledge、Omni-channel、设置service cloud可见性

1.2、用户个人设置启用

打开个人信息配置，启用service cloud、Live Agent、knowledge

1.3、部署更改集

包含新增字段、对象以及自动分配Case的邮件提醒工作流

1.4、新建Queue

名称为Platinum Support，供Case路由时候使用

1.5、Knowledge设置

启用，knowledge以及Knowledge setting lightning设置，且添加记录类型（FAQ）