Service Omni Agent Users Create

service-omni-agent-users-create

Create N agent users on a Salesforce org via Anonymous Apex so Omni-Channel has agents to route work to. Usernames follow a deterministic per-org pattern, detection is SOQL-based, and the skill inserts only the users that are missing — so it is safe to re-run. It is invoked by service-omni-channel-setup-coordinate after service-omni-base-settings-configure enables Omni-Channel; assigning permission sets (service-omni-permission-set-assign) and adding users to queues (service-omni-queue-members-assign) are separate leaves. Supervisor users come from service-omni-supervisor-users-create.

Inputs

Confirm once, up front:

• org-alias (required, no default) — must resolve via sf org display.
• User count (optional, default 3, range 1..10).
• Profile name (optional, default Standard User for portability). The coordinator overrides this to a Service Cloud profile so agents consume Service Cloud licenses; on many CDOs the Salesforce license pool is saturated while Service Cloud has free slots.

Usernames and passwords are never accepted from the operator — both are generated (usernames from the org suffix, passwords via Anonymous Apex). Operator-supplied credentials would break re-run detection and risk weak or leaked secrets.

Preconditions and safety

• Target org authenticated via sf CLI (My Domain URL, not .lightning.force.com), Service Cloud license present, sf CLI ≥ 2.139.6.
• The executing user has PermissionsModifyAllData and PermissionsManagePasswordPolicies (standard on System Administrator).
• Production guardrail: the detect script computes safe_to_write as IsSandbox OR TrialExpirationDate != null OR OrganizationType in {Developer Edition, Base Edition}, and the skill blocks with no override when it is false. CDOs, scratch orgs, and dev orgs are permitted.

Password handling (fail-closed). Passwords are set by Anonymous Apex System.setPassword (sf user password generate cannot target Apex-inserted users — it fails with NamedOrgNotFoundError). The password literal appears in the inline executeAnonymous debug log and, only when a debug-log TraceFlag is active for the running user, in a queryable ApexLog. The wrapper therefore fails closed before the first System.setPassword: it proves via a SOQL-filtered Tooling API query (ExpirationDate > now) that no active TraceFlag exists. If safety cannot be positively proven — the running user is unresolved, the query fails or is unparseable, or any active TraceFlag exists — it generates no password at all; the user is left ACTIVE, flagged password_status:"reset_required", and a security_warning explains why. It never deletes logs, so no plaintext can reach an ApexLog and unrelated audit logs are untouched. If System.setPassword itself fails for a user, that user is kept ACTIVE and flagged for reset.

Run

# read-only preview (never writes)
bash scripts/detect-and-create.sh plan <org-alias> [count] [profile-name]
# detect, enforce safe_to_write, then insert only the missing users
bash scripts/detect-and-create.sh run  <org-alias> [count=3] [profile-name="Standard User"]

detect-and-create.sh is the canonical entry point: it re-runs detection, enforces the production guard, and only then inserts. Do not call scripts/run-create.sh directly — it is internal and does not enforce the guard on its own.

Behavior

Detection. The detector derives an 8-char suffix from Organization.Id (substring(10,18), lowercased), resolves the profile by name, and queries User for agent{i}.<suffix>@example.com to find which of the count slot indexes are occupied. A stable, deterministic pattern is what makes re-runs idempotent — the suffix is never a timestamp or UUID.

Insertion. The Apex loads assets/create-users.apex.template, substitutes __COUNT__/__PROFILE_ID__/__SUFFIX__, and inserts only the missing indexes. It re-checks existing users inside the transaction, which prevents a single run from double-inserting; across concurrent runs the in-transaction check is not a guarantee (both can pass their pre-query before either commits), so duplicate protection there relies on the global username-uniqueness constraint plus the DUPLICATE_USERNAME retry (see references/apex-template-notes.md). It enables the Service Cloud feature (UserPermissionsSupportUser=true) so users can go online in Omni; if the profile's license does not allow it, the Apex strips the flag and retries (users are still created, but need a Service-Cloud-license profile for full Omni). Each created user is reported via AGENT_USER_CREATED|<id>|<username>|<email> (no password in the marker — passwords are set by the separate System.setPassword submission).

Verification. After insertion the detector re-runs and must show missing_count == 0; otherwise the skill fails (the Apex reported success but the users did not persist).

Output contract

detect-and-create.sh emits a single JSON object with status ∈ created | partial | reused | action_needed | blocked, plus detect (mirrors the detector), create (mirrors the inserter, null when nothing was created), top-level reused_users, created_count, reused_count, total_present_after, users_needing_password_reset, action_required, and safe_to_write. The coordinator combines reused_users with newly created users so mixed runs configure presence and skills for the complete requested agent set.

• created — every missing index landed with a working password.
• partial — some landed but not all, or any user needs a manual password reset, or inactive occupants were found.
• reused — all requested users already existed; nothing created.
• action_needed — plan mode only; reports missing indexes without writing.
• blocked — precondition failed (safe_to_write=false, unresolved profile/suffix, or nothing inserted).

create.created_users[].password is populated only for users created this run whose System.setPassword succeeded; password_status:"reset_required" means the user is ACTIVE but has no working password yet. Exit code is 0 for created/partial/action_needed/reused, 1 for blocked.

Generated passwords are a secret: the returned JSON is the only place they appear. Any caller that persists stdout must write it only to a restricted CREDENTIALS.json (mode 0600), redact it from every other artifact, and delete it after distribution — the coordinator does this automatically; standalone callers own it. Reused users' passwords are not retrievable; recover via Setup → Users → Reset Password.

Limitations

• Username pattern and org suffix are fixed and never operator-configurable — that determinism is what enables idempotent re-runs.
• Creates only agent users on the given profile; it never deletes, deactivates, or mutates existing users.
• Common User errors (DUPLICATE_USERNAME, INVALID_EMAIL, LICENSE_LIMIT_EXCEEDED) are translated into operator-friendly messages rather than surfaced raw.

References