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 profiles:||“Manage Profiles and Permission Sets”|
Alternatively, you can give users access to presence statuses through permission sets.
From Setup, enter Profiles in the Quick Find box, then select Profiles.
Click the name of the profile that contains your SOS agents.
Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.
In the Enabled Service Presence Status Access section, click Edit.
Select your SOS presence status, “Available for SOS,” to associate it with the profile.