Your team is busy. No other way around it. Your sales team is selling, your support team is supporting, and their managers’ heads are spinning trying to keep things flowing seamlessly. You may be utilizing Assignment Rules to automatically push records to team members as they come in, and you might be using queues to give your team the ability to accept new items as they come through, but both have their limitations. You need a way to push records to the team members who are available now in real time and be able to report on their work. For you, Salesforce has released Omni-Channel, Check it out!

The CloudMyBiz Team