Add Omni-Channel Sidebar to Agentic IT Service Desk
While an Omni-Channel utility bar is automatically added when you use the guided flow to
set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the
Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage
their incoming workload.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
User Permissions Needed
To set up Omni-Channel:
Customize Application
From Setup, in the Quick Find box, enter App Manager, and then
select App Manager.
Find the Agentic IT Service Desk app, click the dropdown arrow next to the app name, and
select Edit.
In the Lightning App Builder, go to App Options.
Select Use Omni-Channel sidebar.
Save your changes.
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