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            Create Service Channels

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            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 service rep productivity―and routes them to your service reps in real time.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application

            Service channels let you manage sources of work and their priority compared to other work items. After you create service channels, you’ll associate them with queues, which determine how work items are routed to your service reps. You can create service channels for support channels, such as cases or SOS calls, or for sales channels, such as leads.

            1. From Setup, in the Quick Find box, enter Service Channels, and then select Service Channels. Click New.
            2. Specify the settings for your service channel.
            3. Click Save.
            • Set Up Secondary Routing Priority
              Let your support reps tackle the right cases first with secondary routing priority.
            • Understand Capacity Models
              Omni-Channel determines service rep capacity in one of two ways: Tab-Based or Status-Based.
            • Set Up a Status-Based Capacity Model
              Measure service rep capacity more accurately with the status-based capacity model. With this model, Omni-Channel determines service rep capacity based on the status of accepted work rather than the open tabs and sessions. If service reps are unavailable or close their work tabs, their work remains assigned and applied to their capacity until the work is completed or reassigned. Service reps can also pause work to be completed later. In contrast, the tab-based capacity model releases a service rep's capacity when a work tab is closed in the service console.
            • Configure Work Items as Primary or Interruptible
              Make sure that uninterruptible work like a chat goes only to service reps with the capacity to handle it. Define uninterruptible work as primary, and long-standing or less-urgent work, like cases or leads, as interruptible.
            • Configure After Conversation Work Time
              Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.
            • Service Channel Settings
              Customize your service channel settings to define how your organization receives work from sources such as chat, email, and social channels.
            • Supported Objects for Omni-Channel
              Omni-Channel turbocharges your service reps’ productivity by assigning records to them in real time. But which objects and records does Omni-Channel support?
             
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