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            Add Omni-Channel Sidebar to Agentic IT Service Desk

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            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
            1. From Setup, in the Quick Find box, enter App Manager, and then select App Manager.
            2. Find the Agentic IT Service Desk app, click the dropdown arrow next to the app name, and select Edit.
            3. In the Lightning App Builder, go to App Options.
            4. Select Use Omni-Channel sidebar.
            5. Save your changes.
             
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            Salesforce Help | Article