---
schema_version: "1"
id: 201b10da69845d49b79c3bd9f5e3123234638155ee28a145158a52d020f794d4
title: Set Up Service Reps
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_set_up_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_set_up_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 72d85b55620713dec65ddec0256546f679c691e20fa53a74759bd8f71731e7ff
description: 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.
products:
  - Service Cloud
release: "264"
---
# Set Up Service Reps

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

<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 Service Rep Statuses and Capacity](https://help.salesforce.com/s/articleView?id=service.service_set_up_agent_status_and_capacity.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&release=264.0.0&type=5)**  
    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.