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What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
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Sky - Jan 20, 2024

A B D
To test your implementation, route a work item to yourself.

1) Log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed into Omni-Channel.
2) Open Omni-Channel and change your status so that you can receive incoming work items.
3) Navigate to the record that corresponds to the service channel you’ve set for your current presence status.
4) If you’re using Lightning Experience, open the record you want to route to yourself.
5) Click Change Owner. Select Queue.
6) Enter the name of the queue that you associated with your routing configuration.
7) Click Submit.

Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds.


https://help.salesforce.com/s/articleView?id=sf.service_presence_test_your_implementation.htm&type=5

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