Set up supervisors to manage service channels and reps. Using Command Center for Service, they can
monitor and manage in-progress work, the work backlog, reps, queues, and AI agents in real-time.
Supervisors can also review detailed reports to gain insights into key performance indicators
and identify areas for process improvement.
Required Editions
- Set Up Command Center for Service
Use Command Center for Service to monitor service rep workloads and the status of work items that are routed by Omni-Channel. Service reps can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Salesforce Voice transcripts and chat messages between service reps and customers, and send helpful messages that only the service rep sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update service rep skills quickly.
- Create Command Center for Service V2 Pages
Use the Command Center page type to build custom supervisor workspaces in Lightning App Builder.
- Enable Supervisors to Update a Rep’s Queue and Skill Assignments with Agentforce
Enable supervisors to use the Update Omni-Channel User Configuration agent action to update a rep’s queue and skill assignments.
- Service Reporting
Service reporting delivers prebuilt reports and dashboards that you can install directly into your Salesforce org and, if needed, customize. These reports and dashboards provide important information that supervisors need for their day-to-day operations. You can also create you own custom reports using the out-of-the-box custom report types.
