Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
To test your implementation, route a work item to yourself.
- Log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only service rep who’s signed into Omni-Channel.
- Open Omni-Channel and change your status so that you can receive incoming work items.
-
Navigate to the record that corresponds to the service channel you’ve set for your
current presence status.
For example, if you’re logged in with a status that’s called “Available for Cases,” navigate to a list of your open cases.
- If you’re using Salesforce Classic, select the checkbox next to the record that you want to route to yourself. If you’re using Lightning Experience, open the record you want to route to yourself.
- Click Change Owner.
- Select Queue.
- Enter the name of the queue that you associated with your routing configuration.
- Click Submit.
Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds.