Omni-Channel Developer Guide
jNote: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.
External 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.