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Set Up an Incident Presence Status

Let support reps assigned to the Incident channel mark themselves as available to resolve incidents.

Required Editions

View supported editions.
User Permissions Needed
To set up Omni-Channel: Customize Application
To modify permission sets: Manage Profiles and Permission Sets
  1. In Setup, from the Quick Find box, enter Presence Statuses, and then select Presence Statuses.
  2. Click New.
  3. Enter a status name and developer name.
  4. Set the status to Online to let support reps receive new incident work.
  5. Select Incident as the channel.
  6. Save your changes.
  7. Give users access to the Omni-Channel presence status.
    1. In Setup, from the Quick Find box, enter Permission Sets, and then select Permission Sets.
    2. Click New.
    3. Enter a label and an API name.
    4. Save your changes.
    5. Under the permission set’s Apps section, select Service Presence Statuses Access.
    6. Click Edit.
    7. Add the Incident presence status and save.
    8. Select Manage Assignments.
    9. Click Add Assignments and add users with the Service Cloud User license. Click Assign.
    10. Save your changes.