Create Service Resources for Service Reps

Create a service resource for each service rep to represent them. If Enhanced Omni-Channel is enabled, create a service resource for each rep to track their skills and proficiency levels. Service reps without a service resource won't appear in Command Center for Service when offline.

Required Editions

View supported editions.

User Permissions Needed
To create service resources:	“Create” on service resources

Note If you don’t see the Service Resource tab, check the tab visibility to see if it's turned off. For more details, see the topic Tab Settings in Salesforce Help.

1. From the App Launcher, open the Service Resources tab.
2. Click New.
3. For Name, enter the name of the service rep.
4. Select the Active checkbox.
   A service resource must be active to receive work items.
5. For User, use the lookup icon to select the service rep.
6. For Resource Type, select Agent.
7. Click Save.

See Also

• Show All Offline Service Reps in Command Center for Service
• Assign Skills to Service Resources