---
schema_version: "1"
id: 251ca3403c511d8e0a15c3a529324ee08ab11c5e86632d7920bf9b126adae8cf
title: Configure Omnichannel Components Manually for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_manual_omnichannel_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_manual_omnichannel_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3f82d58ab6ca18802b030f9fcdc45f35ef5a9d375e977275b12cf241f763b31a
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png)

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](https://help.salesforce.com/s/articleView?language=en_US&id=service.service_presence_create_service_channel.htm&type=5) to route cases to available reps.
2. [Create a queue](https://help.salesforce.com/s/articleView?id=service.queues_overview.htm&type=5&language=en_US) 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](https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&type=5&language=en_US).
4. To let reps access work items from where they work, [add the Omni-Channel component to your Lightning app](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_utility_to_console.htm&type=5&language=en_US).
5. To select which supervisors can use the Default Supervisor Configuration and add more actions and tabs, [set up and configure Omni Supervisor](https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_supervisors.htm&type=5&language=en_US).