Feature Disruption - Service Cloud Voice

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Add the Omni-Channel Component to an App

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Add the Omni-Channel Component to an App

To give service reps easy access to Omni-Channel, add it where they work—in a Lightning app.

Note You can also add Command Center for Service to the Classic Service Console. However, Omni-Channel works best with Lightning apps.

Add the Omni-Channel Component to a Lightning App
Add the Omni-Channel component to your Lightning app to route work to service reps in a flash.
Add the Omni-Channel Component to the Classic Console
After you get Omni-Channel all set up for your organization, it’s time to add the Omni-Channel component to the Salesforce classic console so that your service reps can start receiving work.
Control Visible Work Item Details in Omni-Channel with Compact Layouts
Ever wanted to customize the information that your service reps see when they get a new work item in Omni-Channel? You can! Just customize primary compact layout for that work item’s object.

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