1. Decide which object’s compact layout you want to edit.
2. From the management settings for the object whose work item you want to edit, selectCompact Layouts, and then select New.For example, to edit the compact layout for cases, go to the object management settings for cases, select Compact Layouts, then selectNew.
3. Select the settings for your compact layout, including the fields that you want it to include. The fields that you pick appear in Omni-Channel when an agent receives a request.
4. Click Save.
5. Change the primary compact layout to your new layout by clicking Compact Layout Assignment | Edit Assignment.
6. Select your new compact layout from the Primary Compact Layout drop-down list.
7. Click Save.