Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Create a presence status that lets your agents indicate that they’re online and available to receive SOS calls.
|Available in: Salesforce Classic|
|SOS is available for an additional cost in: Enterprise, Performance, Unlimited, and Developer Editions|
|To set up SOS:||“Customize Application”|
A presence status can be associated with one or more channels of work items. Associate the SOS presence status with the SOS service channel. That way, your agents can receive SOS calls when they’re signed in with the SOS presence status.
From Setup, enter Presence in the Quick Find box, select Presence Statuses, then click New.
Name your status.
Let’s call our status “Available for SOS.” A version of that name becomes the Developer Name automatically.
In the Status Options section, select Online.
In the Service Channels section, add SOS to the Selected Channel list.