Lesson 3: Messaging Deployment, Omni-Channel, Authentication, Integration, and Handoff
Lesson Overview
This lesson develops practical skills in messaging deployment, omni-channel, authentication, integration, and handoff for Salesforce Chatbot and Einstein Bots Training.
Topics Covered
Messaging channels, web, mobile, social concepts, deployment, and branding
Omni-Channel routing, queues, presence, capacity, agent handoff, and context transfer
Authenticated and unauthenticated experiences, identity, verification, and secure actions
APIs, external services, CRM data, service systems, and integration patterns
Agent console, transcripts, case records, summaries, and collaboration
End-to-end bot-to-agent testing
Practical Activity
Configure or analyze a scenario involving messaging channels, web, mobile, social concepts, deployment, and branding.
Build and validate an exercise covering omni-channel routing, queues, presence, capacity, agent handoff, and context transfer and authenticated and unauthenticated experiences, identity, verification, and secure actions.
Use tests, logs, reports, or documentation to verify end-to-end bot-to-agent testing.
Key Takeaways
Explain messaging channels, web, mobile, social concepts, deployment, and branding in the context of Salesforce Chatbot and Einstein Bots Training.
Apply practical methods for omni-channel routing, queues, presence, capacity, agent handoff, and context transfer and authenticated and unauthenticated experiences, identity, verification, and secure actions.
Test, document, and troubleshoot end-to-end bot-to-agent testing.
