Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Give SOS agents access to the SOS presence status so they can start receiving 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”|
|To modify permission sets:||“Manage Profiles and Permission Sets”|
Alternatively, you can give users access to presence statuses through profiles.
From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
Click the name of the permission set that contains your SOS agents.
Click Service Presence Statuses Access.
Select the SOS presence status that we created earlier, “Available for SOS.”