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}

Previous현재 상태 (Presence Statuses) 및 현재 상태 구성 (Presence Configurations)NextService Console App 생성

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