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Considerations When Downgrading Enhanced Omni-Channel to Standard Omni-Channel

Udgivelsesdato: May 24, 2026
Beskrivelse

When you downgrade from Enhanced Omni-Channel to Standard Omni-Channel in Salesforce Service Cloud, several features are temporarily unavailable. You may need to downgrade to use a standard channel or when the enhanced routing service is unavailable. The table below outlines each affected area and its behavior during and after the downgrade.

 

AreaEffect
Paused WorkPaused work is supported with Enhanced Omni-Channel only. After the downgrade, paused work is closed when the agent logs back in to Omni-Channel. If the agent doesn't log back in and Omni-Channel is upgraded back to Enhanced, the work remains paused.
Omni-Channel SidebarOmni-Channel Sidebar is supported in Enhanced Omni-Channel only. After you downgrade, Omni-Channel Sidebar is not available to users. To enable users to log in and use Omni-Channel, add the Omni-Channel component to the Utility bar. If you upgrade back to Enhanced, the Sidebar shows again. The Utility bar version is disabled. Salesforce recommends that you remove it.
Supervisor WallboardSupervisor Wallboard is supported with Enhanced Omni-Channel only. After you downgrade, the Supervisor Wallboard is no longer visible in Omni Supervisor. If you upgrade back to Enhanced, the Supervisor Wallboard is visible again.
Custom Tabs for Omni SupervisorCustom tabs are supported with Enhanced Omni-Channel only. After you downgrade, reordered default tabs and added custom tabs do not appear in Standard Omni-Channel. Only the original tabs appear. If you upgrade back to Enhanced, your custom tabs and tab order appear again.
MobileOmni Mobile is supported with Enhanced Omni-Channel only. After the downgrade, mobile users lose access to Omni Mobile, the Omni-Channel mobile experience. If you upgrade back to Enhanced, Omni Mobile is available again.

 

Løsning

To re-enable features after upgrading back to Enhanced Omni-Channel, review each area listed in the table above and take the following actions:

Omni-Channel Sidebar

After upgrading back to Enhanced Omni-Channel, the Sidebar shows again automatically. However, the Utility Bar version of Omni-Channel that was added during the Standard period becomes disabled. Salesforce recommends you remove it to avoid confusion:

  1. Navigate to Setup > App Manager.
  2. Select the Lightning App where the Utility Bar component was added.
  3. Click Edit, go to the Utility Items tab, and remove the Omni-Channel component.
  4. Click Save.

See also: Add the Omni-Channel Component to a Lightning App

Paused Work

After the downgrade to Standard Omni-Channel, paused work is closed when agents log back into Omni-Channel. To ensure agents are aware:

  • Notify agents to log out and log back in to Omni-Channel immediately after the downgrade.
  • If the agent does not log back in before you upgrade back to Enhanced Omni-Channel, the work will remain in a paused state.

Mobile (Omni Mobile)

Omni Mobile becomes available again automatically once you upgrade back to Enhanced Omni-Channel. No additional configuration is required.

Vidensartikelnummer

002186101

 
Indlæser
Salesforce Help | Article