Use Omni-Channel to Handle Autonomous Scheduling Escalations in the Legacy Agentforce Builder

After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

1. Log in to Omni to start receiving escalated conversations. See Support Customers Using the Omni-Channel Component.
2. Click a message to view the conversation.
3. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation.
   

Note If you’re using the sidebar, you can receive notifications when a conversation is escalated. See Configure Your Audio Device and Incoming Work Notifications.

This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component.

See Also

• Understanding the Omni-Channel Component Layout