Manage Profile Options

Use profile options to manage the configuration data centrally and determine how the application must run. For example, you can control some of the user preferences such as navigator appearance, language, date, currency, and other similar settings.

Here's what you can do with the profile options:

• Determine the application and module name at which the profile option takes effect.

• Set a specific value for the profile option.

• Configure how a UI element acts when you change the value of available profile options.

Enable Omnichannel Profile Option

You want to provide fast, reliable assistance to the customers requesting service. One way to speed up that process is the automatic routing of service request work to support agents. If you want the work assignments to be automatically routed to agents, you must enable the Omnichannel profile option.

You must sign in as an administrator to do this task.

1. Go to Navigator > Others > Setup and Maintenance.

2. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Communication Channels

   • Task: Manage Omnichannel profile options

3. In the Manage Omnichannel Profile Options page, click SVC_ENABLE_OMNI.

4. Go to the SVC_ENABLE_OMNI: Profile Values section, set the Profile Value for Site to Yes.

5. Click Save and Close.