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Set Access to Presence Statuses
After you’ve created your presence statuses for Omni-Channel, set up how your users will access them. You can set access through permission sets or profiles.
Required Editions
| View supported editions. |
When a support rep logs into a standard app, they only see presence statuses that include channels that use status-based capacity. If a presence status includes a channel that uses tab-based capacity, the presence status is hidden in standard apps.
Give Users Access to Presence Statuses with Permission Sets
Make presence statuses available to service reps who are assigned to certain permission sets.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
| To modify permission sets: | Manage Profiles and Permission Sets |
Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. You can give users access to presence statuses through permission sets, or alternatively, through profiles.
- In Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
- Click the name of the permission set to which you want to give access to statuses.
- Click Service Presence Statuses Access.
- Click Edit.
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Select the presence statuses that you want to associate with the permission set.
Service reps who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them.
- Click Save.
Give Users Access to Presence Statuses with Profiles
Make presence statuses available to service reps who are assigned to certain profiles.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
| To modify profiles: | Manage Profiles and Permission Sets |
Presence statuses indicate whether a service rep is online and available to receive incoming work items, or whether the service rep is away or offline. You can give users access to presence statuses through profiles, or alternatively, through permission sets.
- In Setup, enter Profiles in the Quick Find box, then select Profiles.
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Click the name of the profile to which you want to give access to statuses.
Don’t click Edit next to the profile name. If you do, you won’t see the correct page section where you can enable statuses.
- In the Enabled Service Presence Status Access section, click Edit.
-
Select the presence statuses that you want to associate with the profile.
Service reps who are assigned to this profile can sign in to Omni-Channel with any of the presence statuses that you make available to them.
- Click Save.
