@Duru Zerdali screenshot shows you are already in the right place:
App Manager -> Ursa Major Solar Service Console -> Utility Items -> Add Utility Item
If Omni-Channel is not appearing in that list, it usually means Omni-Channel has not been enabled yet in the org.
Go to: Setup -> Omni-Channel Settings -> Enable Omni-Channel -> Save
Then refresh the App Manager page and come back to: Ursa Major Solar Service Console -> Utility Items -> Add Utility Item
Now search for Omni-Channel again and add it.
Salesforce’s help confirms that Omni-Channel must be enabled first:
https://help.salesforce.com/s/articleView?id=service.omnichannel_enable.htm&type=5
Trailhead’s step then asks you to add Omni-Channel from the app’s Utility Items section:
Also make sure you are editing the Ursa Major Solar Service Console Lightning app, not a standard app. Your screenshot shows the correct app, so the missing piece is most likely the Omni-Channel enablement step.
1 answer