domains / families / software-engineering / service-omni-skills-based-routing-configure

service-omni-skills-based-routing-configure

authentic

Use to make agents routable by Omni skills-based routing: ensure an Omni Skill exists, then assign it to each active agent through the classic Omni-Channel SkillUser junction. Idempotent — existing skills and user bindings are reused, and only missing bindings are created. Works on Service Cloud orgs without requiring Field Service. Triggers: set up skills-based routing agents, assign Omni skills to agents, make agents skill-routable, create an Omni skill and bind users, repair missing agent skill assignments. Do not use to author WorkSkillRouting rules, create agent users, or configure queues.

When not to use

• One skill per invocation; run again per skill an agent set needs.
• Does not author `WorkSkillRouting` rules or field-based skill criteria — that is a separate skill.
• Does not create agent users, queues, or presence configuration.
• `SkillUser.SkillLevel` is left at the platform default; forking the DML body is required to set explicit proficiency.

Skill page

Source