The first step towards getting your Omni-Channel implementation up and running is to create the necessary objects in Salesforce.
Available in: Salesforce Classic
Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
Enable Omni-Channel Enable Omni-Channel to gain access to the objects that you’ll need to set up the feature in your organization.
Create Service Channels Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of agent productivity―and routes them to your agents in real time.
Create Routing Configurations Routing configurations determine how work items are routed to agents. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents. To start routing work items to agents, create routing configurations and assign them to queues.
Associate Routing Configurations and Agents with Queues Queues are a classic element of Salesforce that help your teams manage leads, cases, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your agents in real time. Agents don’t have to select work items manually from queues because Omni-Channel routes work items to agents automatically and in real time!
Create Presence Configurations Let’s focus on agents for a minute. Presence configurations determine how much work agents can take on and what Omni-Channel behaviors they can access while they assist customers. Your organization can have multiple configurations for different groups of agents who support different channels.
Create Presence Statuses Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline.