Configure Omnichannel Components Manually for IT Services

Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps.

Required Editions

Available in: Lightning Experience

Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

Note

Though the existing documentation talks about other Salesforce objects, such as cases or leads, apply the same concepts to Agentforce IT Service objects, such as incidents.

1. Create a service channel to route cases to available reps.
2. Create a queue for holding incoming work for a group of reps. Define a routing configuration to ensure work is evenly distributed and high-priority items are routed accordingly.
3. Assign the Service Cloud User license to users who will use Omni-Channel. Create presence statuses for reps to show they are available. Make these statuses available with permission sets or profiles, and add reasons for why reps can decline.
   See Set Up Service Reps.
4. To let reps access work items from where they work, add the Omni-Channel component to your Lightning app.
5. To select which supervisors can use the Default Supervisor Configuration and add more actions and tabs, set up and configure Omni Supervisor.