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            Create an Incident Channel

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            Create an Incident Channel

            Route incidents to support reps via Omni-Channel.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. In Setup, from the Quick Find box, enter Channels, and then select Service Channels.
            2. Click New.
            3. Enter a channel name and developer name.
            4. Select Incident as the Salesforce object.
            5. Set the capacity model to Tab-based.
            6. Save your changes.
             
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            Salesforce Help | Article