domains / families / software-engineering / service-omni-work-skill-routing-configure

service-omni-work-skill-routing-configure

authentic

Use to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g. add the Voice skill when Case.Origin = Phone), deployed as one WorkSkillRouting record via the Metadata API. Idempotent via the Metadata API files[].state signal; one rule per related entity. Triggers: add field-based skill routing, route by a Case field to a skill, route by a MessagingSession field to a skill, configure attribute-based skills routing, require an Omni skill for a field value. Do not use to create the Skill or bind agents to it (service-omni-skills-based-routing-configure), to create agent users, or to configure queues.

When not to use

• One field→skill mapping per invocation and one rule per related entity. Multiple invocations safely accumulate attributes on that rule.
• Does not create the Skill, ServiceResources, agent users, queues, or presence configuration.
• Field/value correctness is validated by the platform at deploy time; an invalid field or value surfaces as a `blocked` deploy failure.

Skill page

Source