S-Route Version 1.2 Admin Guide
- Murat Aykanat (Unlicensed)
Arrangements Before Installation
Before install S-Route the chat, omni-channel and skill-based routing should be enabled in the organization. In addition, there must be a chat button and a skill created in the organization and at least 1 skill assigned to this chat button.
Enable Chat
From setup type ‘Chat Settings’ and from there click ‘Enable Chat’ checkbox and save.
Enable Omni-Channel and Skill-Based Routing
From setup type ‘Omni-Channel Settings’. From there click ‘Enable Omni-Channel’ and ‘Enable Skill-Based Routing’ checkboxes and save.
S-Route Installation
Go to the Appexchange and find S-Route. Click ‘Get it now’.
You will see the installation page as the image below. Select ‘Install for All Users’ and the confirmation checkbox then install the package for the test organization.
How to Use S-Route
From App Launcher, open S-Route app.
General Navigation Items
From the side bar admins can navigate to Skills, Agent, Chat Buttons and Salesforce Setting Guide pages.
In the header, brief information about the directed page is given.
Salesforce Setting Guide
To start using S-Route, the Salesforce Setting Guide section needs to be completed. So, start with this section.
The navigation is provided from the above buttons of the page.
Note: The Salesforce Setting Guide steps designed for enabling Omni-Channel for Live Agent step by step. Some steps may already be set, nevertheless the admins need to go through these steps. Because the Salesforce Setting Guide include unique steps for S-Route to work.
Skills Page
Go to Skills page from S-Route.
With clicking the edit button, admins can go to the skills page. Admins can do some changes to the skills.
After doing some changes to skills, with clicking refresh button data table can be refreshed.
Sorting ascending and descending is possible with hovering the Skill Lebel column and clicking it.
In the search bar above the data table, searching by name can be done.
Agents Page
Go to Agents page from S-Route.
Click ‘+’ button to add a new agent.
After clicking the ‘+’ button, the addition modal will show up. Enter the Agent Name, User, Description (Optional) and Active information.
Click ‘Save’ button to create the agent.
Click ‘Save & New’ button to create the agent and open the addition modal again.
Click ‘Cancel’ to cancel the addition.
Editing is possible with hovering the row that is to be edited and clicking the pen icon for the Name, Active and Description.
After editing the desired row ‘Save’ and ‘Cancel’ buttons will appear at the bottom of the data table.
Click ‘Save’ to keep editing.
Click ‘Cancel’ to ignore editing.
Sorting ascending and descending is possible with hovering the Name, User, Active and clicking it.
In the search bar above the data table, searching by name can be done.
With clicking the User of an agent, admins can go to the user page of the agent.
Click ‘→’ button for a specific agent which is under Agent Detail to go to the Agent Detail page.
On the left side, navigate between the agents is possible with clicking ‘→’ button for a specific agent.
With clicking ‘<-’ button which is under Detail, the main agents page will be shown back.
With clicking the chevron down button, the admins can reach the more detailed user information about the agent.
With clicking the chevron up button, the admins can hide the information not to take up space.
Click ‘+’ button to assign a new skill to the agent.
After clicking the ‘+’ button, the assignment modal will show up. Enter the Skill, Skill Level, Start Date and End Date.
Click ‘Save’ button to assign the skill to the agent.
Click ‘Save & New’ button to assign the skill and open the assignment modal again.
Click ‘Cancel’ to cancel the assignment.
To delete skills, click the check boxes that are wanted to be deleted and click ‘-’ button.
After clicking ‘-’ button, the deletion confirmation modal will show up.
Click ‘Delete’ button to confirm deletion.
Click ‘Cancel’ to cancel the deletion.
Editing is possible with hovering the row that is to be edited and clicking the pen icon for the Skill Level, Start Date and End Date.
After editing the desired row ‘Save’ and ‘Cancel’ buttons will appear at the bottom of the data table.
Click ‘Save’ to keep editing.
Click ‘Cancel’ to ignore editing.
Sorting ascending and descending is possible with hovering the Name, Skill Level and clicking it.
Chat Buttons Page
Go to Chat Buttons page from S-Route.
With clicking the Name of a chat button, admins can go to the chat button page of the specific chat button. Admins can do some changes to that specific chat button.
With clicking the edit button, admins can go to the chat buttons page. Admins can do some changes to chat buttons.
After doing some changes to the chat buttons, with clicking refresh button data table can be refreshed.
Sorting ascending and descending is possible with hovering the Name, S-Route Enabled, Routing Configuration, Routing Type and clicking it.
In the search bar above the data table, searching by name can be done.
Click ‘→’ button for a specific chat button which is under Chat Button Detail to go to the Chat Button Detail page.
Note: If a chat button is not S-Route Enabled, the Chat Button Detail button is not visible to that chat button.
On the left side, navigate between the chat buttons is possible with clicking ‘->’ button for a specific chat button.
With clicking ‘<-’ button which is under Detail, the main chat buttons page will be shown back.
With clicking the edit button, admins can go to the chat button page of the specific chat button. Admins can do some changes to that specific chat button.
After doing some changes to a chat button, with clicking refresh button the chat button information can be changed.
If the selected skills of the chat button is assigned to an agent, the admin can see these agents from the Assigned Agent data table from the right side of the page.
With clicking the agent name, admins can go to that agent from the data table.
General Technical Information
Important disclaimers: Label mentioned in this section is a default label that comes with managed package. The custom field does not affect Salesforce standard objects or the Salesforce organization.
Chat Transcript Object
“Chat Transcript” is a standard Salesforce object. For managing chat routing, we have needed to add a new field to this standard object. This new fields do not affect the objects standard usage. New field information has given below.
• Object Name: Chat Transcript
• API Name: LiveChatTranscript
• Fields:
Field Label | Field Name |
|---|---|
IsTransferFromAgent | cgsr_IsTransferFromAgent__c |
Translate S-Route Using Custom Labels
From Custom Labels admins can translate S-Route into any language. In the Custom Labels admins can see the English version of certain texts and buttons in the S-Route. They can translate the custom labels starting with the S-Route tag to the language they specify.
Navigate to ‘Custom Labels’ from setup.
Click the name of custom labels which their name starts with ‘S-Route’.
From the ‘Translation’ part click ‘New’ button.
Select the language and write the translated version of Value/Master Label Text to Translation Text area.