1. Assign SOS Licenses to Agents.Each agent who uses SOS must have an SOS license and be part of a permission set that enables the SOS license.
2. Enable the SOS License.Use a permission set to enable the SOS license for your users.
3. Create an SOS Presence Status.Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Create a presence status that lets your agents indicate that they’re online and available to receive SOS calls.
4. Give Users Access to SOS Presence Statuses with Permission Sets Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Give SOS agents access to the SOS presence status so they can start receiving SOS calls.
5. Give Users Access to Your SOS Presence Statuses with Profiles.Presence statuses indicate whether an agent is online and available to receive incoming work items, or whether the agent is away or offline. Give SOS agents access to the SOS presence status so they can start receiving SOS calls.
6. Create an SOS Routing Configurations Routing configurations determine how work items are routed to agents. They let you prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your agents. Create an SOS routing configuration to determine how SOS calls are dispersed to your agents.
7. Create an SOS Queue Queues are a classic element of Salesforce that help your teams manage leads, cases, service contracts, and custom objects. Omni-Channel supercharges queues to route work items to agents in real time. Create an SOS queue to funnel SOS calls to SOS agents. We’ll associate the SOS queue with the SOS routing configuration we created earlier.
8. Update Your Salesforce Console Settings.After you get SOS all set up for your organization, it’s time to a few settings in your Salesforce console so that your agents can start receiving work.
9. Create an SOS Deployment.Create an SOS deployment to integrate your SOS settings from Salesforce into your mobile application.