---
schema_version: "1"
id: 4701f6ece910cd4d69964f88f77311f934b91c4be02bdad5533535b124930beb
title: Set Up Supervisors
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_set_up_supervisors.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_set_up_supervisors.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 99448c5c7aa3ad0eccc50423c6ea3066b01b05553257f7686d3d4218da4dd0d1
description: 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.
products:
  - Service Cloud
release: "264"
---
# Set Up Supervisors

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

<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>

- **[Set Up Command Center for Service](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_intro.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.omnichannel_ccv2_create_pages.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.copilot_action_set_up_for_service_cloud.htm&release=264.0.0&type=5)**  
    Enable supervisors to use the Update Omni-Channel User Configuration agent action to update a rep’s queue and skill assignments.
- **[Service Reporting](https://help.salesforce.com/s/articleView?id=service.omnichannel_reporting.htm&release=264.0.0&type=5)**  
    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.