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Agent Logout and Login Required for Omni-Channel on Service Resource Updates

Udgivelsesdato: Jun 7, 2026
Beskrivelse

When any changes are made to the Service Resources, to apply those changes in Omni-Channel or Service Resource configurations, agents must go offline and back online. This ensures updates, such as adding skills, or activating/deactivating service resources, are properly reflected in the system.

Løsning

his behavior is working as designed. To apply any Service Resource configuration changes in Omni-Channel (such as adding/removing skills, activating or deactivating service resources, changing routing configurations), the agent must:

 1. Set their Omni-Channel status to Offline.

 2. Wait for any active work items to complete or be transferred.

 3. Set their status back to Online (or the appropriate availability status). After going back online, the updated configuration will be reflected.

 Note: Supervisors can also temporarily set the service resource to inactive and then reactive it if the agent cannot go offline.

Vidensartikelnummer

003962211

 
Indlæser
Salesforce Help | Article