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Setup Service Cloud Lightning Snap-Ins with Omni Channel - Basic Steps




When it comes to CRM Customer Engagement, as per Gartner's Magic Quadrant for the CRM Customer Engagement Center, Salesforce is the in the "Leaders" section. Gartner estimates that 20% of Salesforce's new revenue came from Service Cloud in 2016 and it expects to exceed $2 billion in 2017. Reference: Gartner.

Service always tries to bring new features, innovations to market and the goal is always to increase customer satisfaction. In order to serve the customer better, Salesforce introduces a new feature called - Service Cloud Lightning Snap-In. Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today's connected customers. 

In this post, I will explain how to configure Lightning Snap-Ins with Omni Channel and receive chat request. So I know you guys are really excited to know this new feature. So without any further detail, let's get into the main topic. I am going to mention the steps below. If there is any pre-requisite, I will mention the same.

Step 1: Pre-Requisite: Live Agent and Omni Channel is enabled.
You need to make sure Live Agent and Omni Channel is enabled. There should be user present in your org with Live Agent checkbox checked. Omni Channel should be added to your console app.

Step 2: Create Queue for Live Chat Transcript

Step 3: Create Omni-Presence

Step 4: Create Live Chat Button

Step 5: Create Live Agent Deployment

Step 6: Create Force.com Site. 
You can refer Salesforce help link for creating Force.com Site. Link: https://help.salesforce.com/articleView?id=sites_overview.htm&type=5
Step 7: Enable Lightning in your org
Link: https://help.salesforce.com/articleView?id=lex_enable_turn_on.htm&type=5
Step 8: Add your website to CORS Whitelist
You should add the website domain to CORS Whitelist. This website is the one where you will include your snap-ins code. 
Link: https://help.salesforce.com/articleView?id=snapins_chat_cors_whitelist.htm&type=5
Step 9: Create Snap-Ins Deployment
In order to do this step, we need to move into Lightning Experience and then from setup, search for Snap-Ins. Click on "New Deployment". Give Deployment name and select the site you created @ step 6. Here is the screenshot -

Step 10: Configure Snap-ins Deployment
In this step, click on Start next to Live Agent Basic Settings. Select the Live Chat Button and Live Agent Deployment you created @ Step #4 & 5.

Step 11: Get the code and put it in HTML page

Step 12: Open the HTML page in your browser and you will see that Chat Button is available.

Step 13: Here is the animated video chat conversation from Lightning Snap-Ins

In my next post, I will explain the customization options available with Snap-Ins.

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