What I Learned From Teaching Omni-Channel at Midwest Dreamin’
There’s a moment at every community conference where it hits you:
🔍 You’re not just there to teach—you’re there to learn, too.
This week at Midwest Dreamin’, I had the chance to present a hands-on training on how to set up Omni-Channel in Salesforce. It was a full room. People came ready to roll up their sleeves and dig into one of the most underrated tools in Service Cloud.
And while I came prepared to deliver my knowledge, what I walked away with was just as valuable: perspective.
Here’s what I learned from the experience—and what I’ll be doing differently next time.
First, A Huge Thank You
Before I get into the reflections, I want to start with some gratitude.
🎉 Thank you to everyone who attended my session. Whether you were there to learn Omni-Channel from scratch, pick up new tips, or just curious about what Salesforce’s routing engine could do for your team—thank you. I appreciate your attention, your questions, and your feedback.
If you missed the session or want a refresher, here are a few resources for you:
🧰 Link to Omni-Channel setup guide exercise (Trailhead Module)
1. My Session Was... a Little Dry 😅
Let’s be honest—I know Salesforce admins love a good technical walkthrough. But after seeing some of the other sessions, I realized I might have leaned a little too far into the nuts and bolts.
Next time? I’ll be adding more personality and storytelling into the session.
The goal isn't just to teach how to do something—but also why it matters.
Omni-Channel isn’t just a setup checklist. It’s a tool that changes how your agents work, how your supervisors manage queues, and how your customers experience support.
Next time: Fewer bullets. More stories. More "here's what this fixed for one of my clients."
2. More Community > More Docs
This one really clicked for me: we have a phenomenal community of Salesforce professionals who are doing amazing things with Omni-Channel and Service Cloud.
So rather than always linking out to Salesforce Help Docs or Salesforce Ben articles (which are great, but a little... expected), I’m going to start referencing:
Fellow community thought leaders like Evan Ponter, Jodi Hrbek, and Caitlin Graaf
I want to lift up the voices of other Admins and Consultants who are building real solutions. If you have a blog or post about Omni-Channel or Service Cloud—send it my way! I’d love to feature it in a future post.
3. Let’s Talk Advanced Omni-Channel (Flows, Anyone?)
My training covered the core Omni-Channel setup:
Enabling Omni in your org
Creating Service Channels
Setting up Routing Configs
Assigning Queues to Routing
That’s a solid foundation—and honestly, it's enough to get most small- to medium-sized service teams to a better place fast.
But for those of you ready to go further, I’m planning a follow-up post diving into Omni-Channel Flows—specifically, how to use Flow Builder to dynamically assign agents, reassign work, and enhance case management beyond what Routing Configs offer.
And yes, I’ll be touching on Agentforce and how Omni can play nicely with that too.
Stay tuned. Or better yet—[📬 subscribe to the blog here] so you don’t miss it.
4. I Want Your Feedback
If you were at my session (or even if you weren’t), I’d love your feedback:
What worked?
What didn’t?
What did you want to learn more about?
What kind of hands-on training would be helpful in the future?
Drop a comment on [this LinkedIn post] or shoot me a DM. I’m all ears—and I want to make every training more helpful than the last.
Final Thought: Omni-Channel Is More Than a Checkbox
Here’s what I hope people walked away with from my session:
✅ Omni-Channel isn’t just a feature—it’s a strategy.
If your service team is struggling with missed SLAs, overloaded agents, or chaotic case queues, the answer isn’t more people or stricter processes.
It’s better routing.
When Omni-Channel is set up correctly, it helps both your agents and your customers. Work gets assigned fairly. Response times get faster. SLAs stay protected. And everyone gets a little less stressed.
And that’s what I love about tools like this. They don’t just make Salesforce work better—they make your people’s jobs easier.
💡 Want to learn more about how Service Cloud can reduce costs and boost efficiency? Get tips and tricks from my blog: https://www.northstarcrmconsulting.com/blog
