In Omni-Channel, set up service reps to complete work requests. After service reps are set
up, they can manage their work from the Omni-Channel component in a Lightning app. Supervisors
can view service reps in Command Center for Service.
Required Editions
- Set Up Service Rep Statuses and Capacity
Create presence statuses to indicate whether service reps are online and available for work, and then grant the service reps access to the statuses. Create descriptive statuses for more accurate reporting.
- 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.
