本文档是关于阿里云上的Salesforce Omni-Channel 功能的差异化描述。
什么是 Omni-Channel？
在客户关系管理（CRM）中，Omni-Channel 是指以一种集成的方式，无缝地管理跨多个渠道的客户互动，包括电子邮件、电话、在线聊天、面对面互动等。无论客户选择使用哪个渠道，它都能提供统一且一致的客户体验。
阿里云上的Salesforce 有哪些 Omni-Channel 功能？
阿里云上的Salesforce 可用的 Omni-Channel 功能包括：
Queue-based routing（基于队列的路由）
Skills-based routing（基于技能的路由）
Tab-based routing（基于标签的路由）
Case routing（个案路由）
External routing：Apex（外部路由）
Omni-Flows 和 Flow actions
Secondary routing prioritization（次级路由优先级）
Status-based capacity modeling（基于状态的容量建模）
Unified Operator (Agent) Experience（统一的坐席体验）
Routing configurations（路由配置）
Service Channels（服务渠道）
Skills（技能）：Skill-based routing rules（基于技能的路由规则）
Omni-Supervisor
Supervisor dashboards/reports. （主管仪表板/报告）
Monitoring and allocation and management of resources, queues, and assignments.（提供资源、队列和任务的监控、分配和管理）
Console-based Omni-Channel integration（基于控制台的 Omni-Channel 集成）
Tray control（托盘控制）
Notifications（通知）
Standard app Omni-Channel integration（标准应用 Omni-Channel 集成）
Other supported objects for routing（其他支持路由的对象）：Accounts（客户）、Cases（个案）、Chats（聊天）、Claims（理赔）、Claim coverages（理赔承保范围）、Claim recoveries（理赔追偿）、Contact requests（联系请求）、Custom entity data（自定义实体数据）、Incidents（事件）、Leads（潜在客户）、Orchestration Work Items（编排工作项目）、Orders（订单）、Payment requests（付款请求）、Person trainings（员工培训）、Referrals（推荐）、Social posts（社交帖子）、Swarm members（协作团队成员）、Work orders（工作订单）、Custom objects that don't have a primary object（没有主对象的自定义对象）。
注意：通话 (CTI) 不通过 Omni-Channel 路由，而是单独的 UI 组件。自定义代码可以将 CTI 组件与 Omni-Channel 组件集成或同步。
阿里云上的Salesforce 不支持哪些 Omni-Channel 功能？
目前不支持以下功能：
Bring your own channel(BYOC)
Bring your own voice
Bring your own messaging
SMS
WhatsApp, Facebook Messenger, LINE, Apple Business Messenger.
SOS
Web chat
LiveAgent
LiveMessage
Enhanced Chat
帮助文档
更多关于Omni-Channel 的帮助文档可以参考：使用 Omni-Channel 路由工作（本文提到的不支持的功能除外）。
This document provides a differentiated description of the Omni-Channel feature on Salesforce on Alibaba Cloud.
What is Omni-Channel?
In customer relationship management (CRM), Omni-Channel refers to an integrated and seamless approach to managing customer interactions across multiple channels. This includes channels like email, phone, live chat, in-person interactions, and more. The key aspect of an Omni-Channel solution is that it gives a unified and consistent customer experience regardless of the channel the customer chooses to use.
What Omni-Channel Features are available on Alibaba Cloud?
Key features of Omni-Channel available include:
Queue-based routing
Skills-based routing
Tab-based routing
Case routing
External routing
Omni-Flows and Flow actions
Secondary routing prioritization
Status-based capacity modeling
Unified Operator (Agent) Experience
Routing configurations
Service Channels
Skills: Skill-based routing rules
Omni-Supervisor
Supervisor dashboards/reports.
Monitoring and allocation and management of resources, queues, and assignments
Console-based Omni-Channel integration
Tray control
Notifications
Standard app Omni-Channel integration
Other supported objects for routing: Accounts, Cases, Chats, Claims, Claim coverages, Claim recoveries, Contact requests, Custom entity data, Incidents, Leads, Orchestration Work Items, Orders, Payment requests, Person trainings, Referrals, Social posts, Swarm members, Work orders, Custom objects that don't have a primary object.
Note: Calls (CTI) are not routed via Omni-Channel, and is a separate UI component. Custom code can integrate or sync the CTI component with the Omni-Channel component.
What is not supported in Omni-Channel on Alibaba Cloud infrastructure?
The following features are not supported as of now:
Bring your own channel (BYOC)
Bring your own voice
Bring your own messaging
SMS
WhatsApp, Facebook Messenger, LINE, Apple Business Messenger.
SOS
Web chat
LiveAgent
LiveMessage
Enhanced Chat
Help Documentation
You can refer to the Omni-Channel help documentation here: Route Work with Omni-Channel (excluding the unsupported features mentioned in this document).