플로 (Flows)

옴니채널의 이용을 위한 플로를 생성합니다.

• 톱니 바퀴 > [설정(Setup)] > 빠른 찾기 상자(Quick Find)에 '플로(Flows)' 입력 > [플로(Flows)] > [새 플로(New Flow)] > [레코드 트리거형 플로(Record-Triggered Flow)] > [만들기(Create)] > 아래 시작 구성 화면과 동일하게 입력 > [완료(Done)]

시작 구성 화면 (Configure Start)

• 다음 순서로 모든 요소 생성 > [저장(Save)] > [활성화(Activate)]를 클릭합니다.

  • + 버튼을 이용하여 요소를 추가할 수 있습니다.

  • 명시되지 않은 항목은 설정되어있는 기본 값을 이용합니다.

  • 해당 플로의 이름을 'SC_talkSession status update when owner changed via omni channel​'로 하여 저장합니다.

Element	결정(Decision)
Label	Agent Work Status
Outcome Details
Label	Status is assigned
Condition Requirements to Execute Outcome	All Conditions Are Met (AND)
Resource	{!$Record.Status}
Operator	Equals
Value	Opened

Element	레코드 가져오기(Get Records)
Label	Get TalkSession
Object	Chat Session
Condition Requirements	All Conditions Are Met (AND)
Field	Id
Operator	Equals
Value	{!$Record.WorkItemId}

Element	결정(Decision)
Label	Is TalkSession Null
Outcome Details
Label	TalkSession is Not null
Condition Requirements to Execute Outcome	All Conditions Are Met (AND)
Resource	{!Get_TalkSession_Record}
Operator	Is Null
Value	{!$GlobalConstant.False}

Element	할당(Assignment)
Label	Set TalkSession
Variable	{!Get_TalkSession_Record.WINP__Status__c}
Operator	Equals
Value	Chatting
Variable	{!Get_TalkSession_Record.OwnerId}
Operator	Equals
Value	{!$User.Id}

Element	레코드 업데이트(Update Records)
Label	Update TalkSession
How to Find Records to Update and Set Their Values	Use the IDs and all field values from a record or record collection
Condition Requirements	All Conditions Are Met (AND)
Record or Record Collection	{!Get_TalkSession_Record}

Element	레코드 가져오기(Get Records)
Label	Get TalkCustomer
Object	Chat Customer
Condition Requirements	All Conditions Are Met (AND)
Field	Id
Operator	Equals
Value	{!Get_TalkSession_Record.WINP__Talk_Customer__r.Id}

Element	할당(Assignment)
Label	Set AgentId
Variable	{!GetTalkCustomer.WINP__Agent__c}
Operator	Equals
Value	{!$User.Id}

Element	레코드 업데이트(Update Records)
Label	Update TalkCustomer
How to Find Records to Update and Set Their Values	Use the IDs and all field values from a record or record collection
Condition Requirements	All Conditions Are Met (AND)
Record or Record Collection	{!GetTalkCustomer}