Jul '25 • 🗣️GENERAL DISCUSSION
Just set up Omni-Channel in Salesforce Service Cloud and tested it successfully!
Here’s what I did step-by-step:
- Enabled Omni-Channel in Setup to get the ball rolling.
- Created a Service Channel for Case routing.
- Set up relevant Queues to manage incoming work, clean and organized.
- Created a Presence Configuration to manage agent capacity and routing behavior.
- Built out Presence Statuses: Available and Not Now I am Busy
- Assigned both Presence Statuses to the System Administrator profile under Enabled Service Presence Status Access.
- Jumped into App Manager, edited the Service Console app, and added Omni-Channel to the Utility Bar.
- Launched the Service Console, switched to the Case object, and tested the Omni-Channel widget at the bottom-left corner.
To test, I created 3 new Cases and changed their ownership—Omni-Channel instantly picked them up, routed them automatically to available agents, and even triggered email notifications!
# I captured some screenshots see PPTX link here https://docs.google.com/presentation/d/10XvL8PMQJ-nIIkzpyH7AGHGZE7xoz6H_/edit?usp=drive_link&ouid=115863176642234954709&rtpof=true&sd=true
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Just set up Omni-Channel in Salesforce Service Cloud and tested it successfully!
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