> For the complete documentation index, see [llms.txt](https://help.windmillsoft.kr/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.windmillsoft.kr/en/simplychat/installation-and-basic-setup-guide/salesforce-settings/omni-channel/service-channels.md).

# Service Channels

Service channels allow you to convert Salesforce objects into work items. Omni-Channel routes these work items to users.

## Create a Service Channel

* ![](https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FDMPUx7KPboVMKP47LTtp%2F%EC%8A%A4%ED%81%AC%EB%A6%B0%EC%83%B7%202023-07-19%20160323.png?alt=media\&token=a47d455e-de8c-4c2f-8ac1-2cc0d665b423) > \[Setup] >Quick Find > \[Service Channels] > \[New]

<figure><img src="https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FFSdSY35SG9synu1aEaWL%2F23.png?alt=media&amp;token=376e5c6d-c436-4c4c-a1f6-4b84c4c15948" alt=""><figcaption></figcaption></figure>

* Enter the values for each field and click \[Save].

<figure><img src="https://174170309-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FcMCw4RFNzatnGReKcWKb%2Fuploads%2FEtJKEbMF6RvQzaiTyGnu%2F24.png?alt=media&amp;token=e728eddb-aa39-4bb5-8483-bbdd776f52b9" alt=""><figcaption></figcaption></figure>

## Service Channel fields

<table><thead><tr><th width="280">Item</th><th width="370.3333333333333">Description</th><th data-type="checkbox">Required</th></tr></thead><tbody><tr><td>Service Channel Name</td><td><p>The name of the service channel.</p><p>Enter  'SimplyChat'.</p></td><td>true</td></tr><tr><td>Developer Name</td><td><p>The API name of the service channel.</p><p>This field is automatically populated when you enter the Service Channel Name and should be set to 'SimplyChat'.</p></td><td>true</td></tr><tr><td>Salesforce Object</td><td><p>Select the object to be converted into a work item.</p><p>Select 'Chat Session'.</p></td><td>true</td></tr><tr><td>Custom Console Footer Component</td><td>Specifies the component that is displayed when a user accepts a work item.</td><td>false</td></tr><tr><td>Minimize the Omni-Channel widget when work is accepted</td><td>The Omni-Channel widget is automatically minimized when the user accepts a work item.</td><td>false</td></tr><tr><td>Automatically accept work requests</td><td>Work items are assigned automatically without requiring the user to accept them manually.</td><td>false</td></tr><tr><td>Override agent's audio settings</td><td>Select the notification sound that is played when a work item is routed to the user.</td><td>false</td></tr></tbody></table>