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How to Grant User Access to Omni Supervisor in Salesforce

Omni-Channel
Omni-Supervisor
Omni Supervisor is a powerful Salesforce tool that enables organizations to monitor and manage their contact center operations. To ensure efficient use, the appropriate users must have access to this tool. This article provides a step-by-step guide on how to grant user access to Omni Supervisor in Salesforce, empowering your team with the necessary permissions to optimize their contact center performance.

Granting Access to Omni Supervisor via Permission Sets

To create a permission set for Omni Supervisor in Salesforce, follow these steps:

  1. Go to Setup and search for Permission Sets.
  2. Click New to create a new permission set.
  3. Choose the Salesforce license.
  4. Add permissions to access the Omni Supervisor tab by selecting Tab Settings and setting it to Default On.
  5. Save and assign this permission set to the relevant users.

Without the correct license and tab access, the Omni Supervisor features won’t be available.

Granting Access to Omni Supervisor via User Profiles

You can also grant access to Omni Supervisor in Salesforce through User Profiles. This approach involves similar steps to those outlined for permission sets.

Steps to Grant Access via User Profiles

  • Navigate to User Profiles: In Setup, search for Profiles and select the appropriate user profile you want to modify.
  • Modify Profile Settings:
    • Within the profile, locate Object Settings and find the Omni Supervisor object.
    • Adjust Tab Settings to allow access to the Omni Supervisor tab.

While you can organize access to Omni Channel through profiles, using Permission Sets provides a more granular level of control over user permissions. Permission sets allow you to assign additional permissions to specific users without changing the entire profile, making it easier to manage varied access needs across your organization.

Conclusion

By understanding the necessary permissions and user profiles, we can effectively grant user access to Omni Supervisor in Salesforce. This empowers users with the functionality to monitor and manage agent activity, optimize workflows, and enhance customer experience. Remember to regularly review user access and permissions to ensure ongoing compliance and security within your Salesforce organization.