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            Enable Command Center for Service

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            Enable Command Center for Service

            Train and monitor service reps with Command Center for Service. View your service reps’ voice transcripts and chats as they help customers. Send private messages to service reps as needed during chats. You can view chats that are routed by Omni-Channel in Command Center for Service.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel “Customize Application”
            1. From Setup, enter Supervisor in the Quick Find box, and select Supervisor Settings.
            2. Select the features that you want to enable.
              Setting Description
              Conversation monitoring Lets supervisors view Salesforce Voice transcripts and chat messages between service reps and customers.
              Agent sneak peek Lets supervisors see what service reps are typing before they send a message.
              Customer sneak peek Lets supervisors see what customers are typing before they send message.
              Whisper messaging Lets supervisors send private messages to service reps during a chat.
            3. Click Save.
              Note
              Note To change the title of the component that displays the voice transcript, modify the Compact Layout.
             
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