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            Enable Supervisors to Change Service Rep Queues and Skills

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            Enable Supervisors to Change Service Rep Queues and Skills

            Let supervisors change service reps’ queues and skills to provide faster and better service to your customers.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. To see the Change Skills button on Command Center for Service, your org must have at least one active service resource with Resource Type set to service rep.
            2. In Setup, add the Manage Queue Memberships permission to the permission set or profile for your supervisors.
            3. From Setup, enter Supervisor in the Quick Find box, and select Supervisor Settings.
            4. Select Queues and skills.
            5. Click Save.

            When a supervisor changes queues or skills assigned to support reps, only the queues or skills specified in their supervisor configuration are shown. If there’s no supervisor configuration for that supervisor, all queues and skills are shown.

            See Also

             
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            Salesforce Help | Article