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            Use Omni-Channel to Handle Autonomous Scheduling Escalations in the New Agentforce Builder

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            Use Omni-Channel to Handle Autonomous Scheduling Escalations in the New Agentforce Builder

            Once you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
            1. Log in to Omni to start receiving escalated conversations. See Support Customers Using the Omni-Channel Component.
            2. Click a message to view the conversation.
            3. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation.
              Engagement Topics component in Omni-Channel
            Note
            Note If you’re using the sidebar, you can receive notifications when a conversation is escalated. See Configure Your Audio Device and Incoming Work Notifications.

            This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component.

            Omni-Channel component
             
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            Salesforce Help | Article