---
schema_version: "1"
id: 4ebf710712ef3b16dfa1846333be3d81add346b4e0424afb4b4fb9abf5325221
title: Setting Up Custom Actions on Command Center for Service Tabs
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_set_up_custom_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_custom_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5d0c24bf13fdfbaf6d5ee7d2ec1847db3a83e16fd84556b2ae6302f944a4dd28
description: Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.
products:
  - Service Cloud
release: "264"
---
# Setting Up Custom Actions on Command Center for Service Tabs

Improve supervisor productivity and contact center efficiency by adding custom actions to Command Center for Service. For example, add actions that let supervisors send emails or Slack messages to support reps, reassign work in a queue, or assign a support rep to a different shift. Supervisors invoke these actions on the selected support reps, queues, or work items in an Command Center for Service tab.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

To implement a custom action, define the action in a screen flow, and then add the custom action to the Command Center for Service tabs.

To invoke an action, a supervisor selects reps, queues, or work items on an Command Center for Service tab, and then clicks the action button. The associated screen flow runs and performs the action on the IDs of the selections on the Command Center for Service tab.

 
| Command Center for Service Tab | IDs Passed |
| --- | --- |
| Agents | Agent IDs from User object |
| Agent Details | IDs of routed objects, such as voice calls, messaging sessions, or cases |
| Queues Backlog | Queue IDs from Group object (of type Queue) |
| Queue Details | IDs of routed objects, such as calls, messaging sessions, or cases |
| In-Progress Work | Queue IDs from Group object (of type Queue) |
| In-Progress Work Details | IDs of routed objects, such as calls, messaging sessions, or cases |
| Skills Backlog | IDs of routed objects, such as calls, messaging sessions, or cases |
| Skill Details | IDs of routed objects, such as calls, messaging sessions, or cases |

- **[Create the Screen Flow for the Command Center for Service Custom Action](https://help.salesforce.com/s/articleView?id=service.omnichannel_custom_action_create_screen_flow.htm&release=264.0.0&type=5)**  
    To define the action behavior and design the screen that appears when a supervisor clicks the action button, create a screen flow in Flow Builder. For example, you can create a screen that lets a supervisor send an email to service reps.
- **[Add the Custom Action to Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_add_custom_action_to_supervisor.htm&release=264.0.0&type=5)**  
    Edit the supervisor configuration to specify which tabs show the custom action. All supervisors assigned to the supervisor configuration can see the action.

#### See Also

- [Show the Default Actions on Command Center for Service Tabs](https://help.salesforce.com/s/articleView?id=service.omnichannel_show_default_actions_omni_supervisor.htm&release=264.0.0&type=5 "To enable supervisors to take action from Command Center for Service, set up the default actions. For example, enable the Change Queues and Change Skills action buttons on the Agents tab so supervisors can change the queues and skills assigned to service reps right from where they work.")