Now that you’ve got Omni-Channel set up and enabled, test your implementation to make sure it’s working correctly.
|Available in: Salesforce Classic|
|Omni-Channel is available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions|
|To set up Omni-Channel:||“Customize Application”|
To test your implementation, route a work item to yourself through the Salesforce console.
Log in to the Salesforce console.
Make sure that you log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed in to Omni-Channel.
In the Omni-Channel widget, change your status so that you can receive incoming work items.
In the console, navigate to the record that corresponds to your current presence status’s channels.
For example, if you’re logged in with a status that’s called “Available for Cases,” navigate to a list of your open cases in the console. We’ll assume that your “Available for Cases” status is associated with a cases service channel. After all, it wouldn’t make much sense if your “Available for Cases” status made you available for, say, leads, would it?
Select the checkbox next to the record that you want to route to yourself.
Click Change Owner.
You’ll be redirected to the Change Case Owner page.
Select Queue from the Owner list.
Enter the name of the queue that you associated with your routing configuration.
Sit back and relax. You’ll see an incoming request notification in the Omni-Channel widget within a few seconds.