Set Up Workforce Engagement

Before your teams can use Workforce Engagement, turn it on, assign permission sets, and create a custom Lightning Console app for your team to use.

Example

Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.

Configuration Step	Documentation
1. Purchase the Workforce Engagement add-on.	Manage Your Salesforce Account
2. From Setup, turn on Workforce Engagement and its features. Enable Workforce Engagement. Enable the Workforce Engagement Configuration App. Enable adherence metrics. Choose whether to include data for individual agents’ time use.	Enable Workforce Engagement and Feature Preferences
3. Assign all three Workforce Engagement permission sets to your own user profile. Assign the appropriate Workforce Engagement permission sets to your fellow users.	Workforce Engagement User Permission Sets
4. Create a custom Lightning Console app for Workforce Engagement. Add some or all of these features to the Select Items page: Agent Home Historical Adherence Intelligent Forecasts Job Profiles Capacity Plans Omni Supervisor Operating Hours Resource Absences Scheduling Constraints Service Resources Service Resource Preferences Service Territories Shifts and Shift Templates Shift Scheduling Operations Time Sheets	Create and Edit a Custom Lightning Console App

Update Your Analytics App
If the Engagement Analytics App becomes out of date, you, as the Workforce Engagement administrator, can update it to the latest version.

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