Train and monitor service reps with Command Center for Service. View your service reps’ voice
transcripts and chats as they help customers. Send private messages to service reps as needed
during chats. You can view chats that are routed by Omni-Channel in Command Center for Service.
Required Editions
| User Permissions
Needed |
| To set up Omni-Channel |
“Customize Application” |
-
From Setup, enter Supervisor in the Quick Find box, and select
Supervisor Settings.
-
Select the features that you want to enable.
| Setting |
Description |
| Conversation monitoring |
Lets supervisors view Salesforce Voice transcripts and chat messages
between service reps and customers. |
| Agent sneak peek |
Lets supervisors see what service reps are typing before they send a
message. |
| Customer sneak peek |
Lets supervisors see what customers are typing before they send message. |
| Whisper messaging |
Lets supervisors send private messages to service reps during a
chat. |
-
Click Save.
