Salesforce Federated Routing vs. Universal Queue

What are the Differences?

If you run b+s Connects for Salesforce CCE or CCX, you’ll need to make some decisions about whether it makes more sense to utilize the Federated or the Universal Queue configuration. In short, the decision comes down to balancing choices around factors such as flexibility, ease-of-installation, data organization, cost, and any limitations created by software already in place.

 

The devil is in the detail, they say. And, when it comes to understanding the differences between Universal Queue and Federated routing, the details can get quite confusing. Yet, making the right decisions about which technology to pursue impacts your business efficiency and your bottom line.

 

Furthermore, understanding the differences between Omni-Channel and Universal Queue is made more complicated by the fact that not all system setups work with both of these configurations. To help clarify the options, we’ve prepared a short Insight Paper to explain the differences between these two tech configurations and to help you understand which solution is right for you.

 

Know your options and make an informed decision about the technology solution right for your business!