Set Up Omni-Channel

Omni-Channel is available in both legacy Salesforce Classic and Lightning Experience. However, Omni-Channel in Lightning Experience has more functionality, including Enhanced Omni-Channel; a better UI experience; and is where further Omni-Channel development takes place.

Note We recommend using Enhanced Omni-Channel. Enhanced Omni-Channel features better and more extensive experiences for service reps and supervisors than Standard Omni-Channel, and future Omni-Channel features are developed on Enhanced Omni-Channel. See Comparison of Standard and Enhanced Omni-Channel and Enable and Configure Omni-Channel.

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

Omni-Channel is available with the Service Cloud product license or any of these add-on licenses: Digital Engagement, Messaging for In-App or Web, Service Cloud Voice (with Amazon Connect or Partner Telephony), or Workforce Management.

1. Comparison of Standard and Enhanced Omni-Channel
   Review the differences between Standard Omni-Channel and Enhanced Omni-Channel. Enhanced Omni-Channel is the recommended version.
2. Guided Setup Flow for Routing Cases with Omni-Channel
   Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app.
3. Enable and Configure Omni-Channel
   Enable Omni-Channel to let service reps manage their work in different service channels from the same app. Then turn on Omni-Channel features based on your business needs.
4. Configure the Expiration for Omni-Channel Sessions
   To limit exposure to your network when an Omni-Channel user leaves their computer unattended, set up session security. By default, a service rep isn’t automatically logged out of Omni-Channel if their Salesforce session times out. If the service rep remains idle on the same Omni-Channel page during the timeout, they also appear online in Omni-Channel and can miss work routed to them. The Omni-Channel session doesn’t end until the service rep is redirected to the login page.
5. Create Service Channels
   Service channels let you turn nearly any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. Omni-Channel then plucks these work items from their queues―like flowers from the garden of service rep productivity―and routes them to your service reps in real time.
6. 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.
7. Go Mobile with Omni-Channel
   Omni-Channel users can complete work from their mobile device. With Omni Mobile, a mobile version of Omni-Channel, a service rep can set their status and handle work requests from all enhanced channels, with the exception of Voice. They also receive notifications on their mobile device about new work, updates to work, and changes to their status. Omni Mobile is part of the Salesforce mobile app, which can be installed on mobile devices.
8. Set Up Supervisors
   Set up supervisors to manage service channels and reps. Using Command Center for Service, they can monitor and manage in-progress work, the work backlog, reps, queues, and AI agents in real-time. Supervisors can also review detailed reports to gain insights into key performance indicators and identify areas for process improvement.
9. Set Up Service Reps
   In Omni-Channel, set up service reps to complete work requests. After service reps are set up, they can manage their work from the Omni-Channel component in a Lightning app. Supervisors can view service reps in Command Center for Service.
10. Set Up Queues
    Prioritize, distribute, and assign records to teams who share workloads. Access queues from list views. Queue members can jump in to take ownership of any record in a queue. They’re available for cases, contact requests, leads, orders, custom objects, service contracts, and knowledge article versions.
11. Access Omni-Channel Setup Home
    Set up Omni-Channel to route incoming work items from different service channels to qualified, available support reps in your contact center. To learn more about what Omni-Channel components to set up and get a list of setup tasks, go to the new Omni-Channel setup home. The setup home also provides warnings when items aren’t correctly configured. You can also view details about and click a link to access every service channel instance defined for your company.