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

Area

Effect

Paused Work

Paused 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 Sidebar

Omni-Channel Sidebar is supported in Enhanced Omni-Channel only. After you downgrade, Omni-Channel Sidebar isn’t 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.

See Also

Add the Omni-Channel Component to a Lightning App 

Supervisor Wallboard

Supervisor 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 Supervisor

Custom tabs are supported with Enhanced Omni-Channel only. After you downgrade, reordered default tabs and added custom tabs don’t appear in Standard Omni-Channel. Only the original tabs appear. If you upgrade back to Enhanced, your custom tabs and tab order appear again.

Mobile

Omni 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.