--- schema_version: "1" id: d5aacce1ecbf503debc11587cfd0a20b5cc4bf7c876291dabfba3904e538b02c title: "Omni-Channel Setup Flow: What’s Next?" collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/console_lex_service_setup_omnichannel_whats_next.md canonical_url: https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel_whats_next.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 7506c2f4bd50e89a369d1917265934733be6933c2283b014379d0969e8637059 description: Learn where you can customize and view what you set up during the Omni-Channel setup flow. products: - Service Cloud release: "264" --- # Omni-Channel Setup Flow: What’s Next? Learn where you can customize and view what you set up during the Omni-Channel setup flow. ### Required Editions
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After completing the setup flow, you have an Omni-Channel queue with service reps assigned and ready to get to work! Get Work into Your New Queue Set up automatic assignment for cases so incoming work goes straight to your queue, where it’s routed to a service rep. Head on over to Process Builder to set criteria for your incoming cases. Make More Queues If you want to create more queues to cover different support tier levels or work priorities, for example, then run through the setup flow again. And again, and again… Test it Out We added the Omni-Channel component to your default Lightning Service Console app, so when you’re ready, hop into your console to test out your implementation as a support service rep. Simply log in, create a case, change the case owner to your new queue, and watch the case appear as a work request in the Omni-Channel component. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note If you didn’t add yourself as a service rep during the setup flow, you can add yourself to the permission set we created for you. Customize Omni-Channel To route other objects like chats and leads, go to Setup and enter Omni-Channel in the Quick Find box. Then, select **Service Channels**. You can create statuses that make the service rep available for one or more work types at a time. For example, you can have a presence status that makes the service reps available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select **Presence Statuses**. To assign presence statuses to you and your team, you can use permission sets or profiles. You can also add Omni-Channel to standard and console apps. Simply edit or create an app in the App Manager in Setup, or in your app settings in Salesforce Classic Setup. Hit the Trails with Trailhead Don't forget to check out more awesome Omni-Channel features like Command Center for Service, decline reasons, and push timeout in the [Omni-Channel for Lightning Experience](https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex) module on Trailhead. #### See Also - [_Trailhead_: Omni-Channel for Lightning Experience](https://trailhead.salesforce.com/en/content/learn/modules/omni-channel-lex) - [Test Your Omni-Channel Implementation](https://help.salesforce.com/s/articleView?id=service.service_presence_test_your_implementation.htm&release=264.0.0&type=5 "Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.") - [Set Access to Presence Statuses](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_access_presence_statuses.htm&release=264.0.0&type=5 "After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles.")