Can I delete a Service Channel with OmniChannel?
|Knowledge Article Number||000221310|
|Description||When trying to delete a Service Channel you may receive the following error:
Error "This service channel is referenced elsewhere in salesforce.com. Remove the usage and try again." "Agent Work"
Every time an object is routed to an agent through Omni-Channel, Salesforce creates an Agent Work record that logs information about
the work assignment and how it’s routed through Omni-Channel. Agent Work records contain fields that help you track information
about the assignments your agents are working on. If the same work item is routed multiple times, that work item is associated with
multiple Agent Work records.
|Resolution||At this time, you may not delete Service Channels; however, we are looking to improve this and would encourage you to post to our IdeaExchange: