Queues are a classic element of Salesforce that help your teams manage leads, cases, service contracts, and custom objects. Omni-Channel supercharges queues to route work items to agents in real time. Create an SOS queue to funnel SOS calls to SOS agents. We’ll associate the SOS queue with the SOS routing configuration we created earlier.
|Available in: Salesforce Classic|
|SOS is available for an additional cost in: Enterprise, Performance, Unlimited, and Developer Editions|
|To set up SOS:||“Customize Application”|
The work items in the SOS queue are assigned the priority that you specified in the SOS routing configuration that you created earlier.
For routing to work correctly, assign each of your agents to a queue from which they’ll be receiving work items.
For more information about queues, see “Queues Overview” in the Salesforce Help.
From Setup, enter Queues in the Quick Find box, then select Queues.
In the Label field, name your queue.
Let’s call our queue “SOS Queue.” A version of this name becomes the Queue Name automatically.
In the Routing Configuration field, look up and select the routing configuration that you created earlier, “SOS Routing Configuration.”
In the Supported Objects section, add SOS Session to the list of selected objects.
In the Queue Members section, add each of the agents to whom you want to route SOS calls to the Selected Users field.