Route incidents to support reps via Omni-Channel.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
- In Setup, from the Quick Find box, enter Channels, and then select Service Channels.
- Click New.
- Enter a channel name and developer name.
- Select Incident as the Salesforce object.
- Set the capacity model to Tab-based.
- Save your changes.