Omni Channel Setup

Go to Setup > Feature Settings > Service > Omni-Channel > Omni-Channel Settings. You can also go to Service Setup > Administration > Omni-Channel > Omni-Channel Settings or just type “Omni-Channel” in Setup Quick Search. Check the box to Enable Omni-Channel and click Save.

Go to Setup --> Search Routing Configurations

The routing priority determines the order in which work items are pushed to agents. Higher-priority work is pushed before lower-priority work. For example, work that’s Priority=1 is considered to have a higher priority than work that’s Priority=5.

By default we have already created 2 queues for you (Sales, Support). When you are ready to create more go to Setup --> Queues --> Click New

1. Add Label

2. Queue Name

3. Add Routing Configuration created earlier

4. Supported Objects: Add QTask

5. Queue Members: Add Users or Public Groups that contain all users that can accept QTasks assigned to the Queue.

Go To Setup --> Search "Service Channels"

Click Save

Go to Setup --> Search for "Presence Status"

1. Create new Presence Status called Available

2. Set Status Options to Online

3. Add QTask to Selected Channels

4. 

Go to Setup --> Search for "Presence Status"

1. Create new Presence Status called Busy

2. Set Status Options to Busy

3. 

4. Add Presence Status to Profile or Permission Set

   1. Profile or Permission Set --> Service Presence Statuses Access --> Add to Enabled

1. Got to Setup --> App Manager --> Edit the App you want to add Omni Channel to

2. App Settings --> Utility Items --> Add Utility Item

3. Add Omni Channel

4. 

Go to Setup --> User --> User Record

Check the Service Cloud User checkbox