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Troubleshoot Omnichannel

The following steps should be followed if you’re unable to update your Tenfold status from Omnichannel. These steps will need to be executed by a Salesforce administrator.

  1. Log in to Salesforce Sample Console.

  2. Search for Workflow Rules in Quick Find.

    You should see two workflows:

    • tenfold_AgentWork

    • tenfold_UserServicePresence

    TroubleshootOmnichannel.png

  3. Search for Outbound Messages in Quick Find.

    TroubleshootOmnichannelOutboundMessages.png

    You should see two items:

    • tenfold_AgentWork

    • tenfold_UserServicePresence

    TroubleshootOmnichannelSOAPTransactions.png

If you don’t see the expected workflows or outbound messages, go to the Agent Status feature in Tenfold Dashboard, click Refresh Integration, and check Salesforce again.

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