Omni-Channel Developer Guide
jExternal Routing Technical Architecture and Process
See an overview of how external routing works to connect Salesforce with your
external routing implementation.
The following image provides a visual description of how information is shared
between Salesforce and your partner application.
Information is shared using Salesforce APIs and the APIs for your partner application using the following process.
.
- Salesforce uses Change Data Capture to send event notifications to reps .
- Salesforce sends event notifications for new work items to the partner routing application.
- Partner routing application matches new work items with logged-in reps.
- Salesforce sends event notifications to the partner routing application after work is accepted, declined, or completed.
- Salesforce sends event notifications to the partner routing application after reps log out.