Omni-Channel Setup Flow: What’s Next?

After completing the setup flow, you have an Omni-Channel queue with service reps assigned and ready to get to work!

Get Work into Your New Queue

Set up automatic assignment for cases so incoming work goes straight to your queue, where it’s routed to a service rep. Head on over to Process Builder to set criteria for your incoming cases.

Make More Queues

If you want to create more queues to cover different support tier levels or work priorities, for example, then run through the setup flow again. And again, and again…

Test it Out

We added the Omni-Channel component to your default Lightning Service Console app, so when you’re ready, hop into your console to test out your implementation as a support service rep. Simply log in, create a case, change the case owner to your new queue, and watch the case appear as a work request in the Omni-Channel component.

Note If you didn’t add yourself as a service rep during the setup flow, you can add yourself to the permission set we created for you.

Customize Omni-Channel

To route other objects like chats and leads, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Service Channels.

You can create statuses that make the service rep available for one or more work types at a time. For example, you can have a presence status that makes the service reps available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles.

You can also add Omni-Channel to standard and console apps. Simply edit or create an app in the App Manager in Setup, or in your app settings in Salesforce Classic Setup.

Hit the Trails with Trailhead

Don't forget to check out more awesome Omni-Channel features like Command Center for Service, decline reasons, and push timeout in the Omni-Channel for Lightning Experience module on Trailhead.