Control Visible Work Item Details in the Omni-Channel Widget with Compact Layouts | Salesforce
Control Visible Work Item Details in the Omni-Channel Widget with Compact Layouts
Ever wanted to customize the information that your agents see when they get a new work item in the Omni-Channel widget? You can! Just customize primary compact layout for that work item’s object.
Available in: Salesforce Classic
Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions
User Permissions Needed
To set up Omni-Channel:
If you look closely, you’ll notice that a few fields are visible by default on new work item requests. For example, if your agent receives a request to manage a case, the request features the case’s priority, status, and case number by default. An object’s primary compact layout controls all of the visible fields in the Omni-Channel widget. But what if you want to see more information, such as the case’s owner or its subject? Just edit the primary compact layout so that it includes the fields that you want to appear in the widget.
The Omni-Channel widget is, well, compact, so there’s only so much room to display fields on work item requests. While you can technically put up to 10 fields on a compact layout, the Omni-Channel widget will only display 4 fields. As a best practice, select up to 4 of the most important fields that you want to expose on work item requests, then add those to your compact layout.
Decide which object’s compact layout you want to edit.
From the management settings for the object whose work item you want to edit, select Compact Layouts, and then select New.
For example, to edit the compact layout for cases, go to the object management settings for cases, select Compact Layouts, then select New.
Select the settings for your compact layout, including the fields that you want it to include. The fields that you pick appear in the Omni-Channel widget when an agent receives a request.
Change the primary compact layout to your new layout by clicking Compact Layout Assignment | Edit Assignment.
Select your new compact layout from the Primary Compact Layout drop-down list.