Service Omni Skills Based Routing Configure

service-omni-skills-based-routing-configure

Make agents routable by Omni skills-based routing (SBR). A routable agent needs the Skill and a SkillUser junction assigning that skill to the agent's user. SkillUser is the classic Omni-Channel model written by Setup > Skills > Assign Users and evaluated when work has skill requirements. This skill ensures both, idempotently, for one skill across a set of active agent users.

ServiceResource and ServiceResourceSkill are the Field Service skill model. On a plain Service Cloud org, ServiceResource.IsActive is not writable or queryable, so a newly created resource remains inactive and the junction is rejected. This skill therefore uses the supported, license-appropriate SkillUser path.

Inputs

bash scripts/configure-and-report.sh <org-alias> <skill_developer_name> [agent_members_csv] [skill_master_label]

• org-alias (required).
• skill_developer_name (required). The Omni Skill DeveloperName to ensure and bind (e.g. Omni_Demo_Voice).
• agent_members_csv (optional). Comma-separated agents to make skill-routable — each token a Username (…@…) or a 15/18-char User Id (005…). May also be supplied via AGENT_MEMBERS_CSV. When omitted, the skill blocks (it will not guess which agents to skill).
• skill_master_label (optional). MasterLabel used only when the skill must be created; defaults to a title-cased form of the DeveloperName.

Preconditions and safety

• Target org authenticated via sf CLI, Service Cloud license, sf CLI ≥ 2.139.6.
• Omni-Channel base settings enabled with skills-based routing turned on (service-omni-base-settings-configure).
• The named agents exist and are active (service-omni-agent-users-create).
• The three-way safe_to_write production guard applies.

Run

configure-and-report.sh proceeds in two idempotent phases, each detect-before-write:

1. Skill — query Skill by DeveloperName. Present → reused; absent → deploy a Skill component via the Metadata API and re-query for its Id.
2. SkillUser — query existing SkillUser records for the Skill and resolved users, then create only missing (SkillId, UserId) bindings via REST DML. A concurrent DUPLICATE_VALUE is reconciled as reused.

Behavior

Idempotent + non-destructive. Existing skills and bindings are reused; the skill never deletes or reassigns anything it did not create, so re-runs converge without duplication. Only active users are resolved — an inactive user cannot be routed work, so it is reported rather than silently skilled.

Partial safety. If some bindings succeed and others fail, the status is partial with per-agent errors in blocking_issue; the successful bindings are left in place (each junction is an independent write).

Output contract

A single JSON object: status ∈ configured | reused | partial | blocked, skill ({developer_name, id, state}), agents (array of {username, user_id, skill_binding_id, skill_binding_state}), created_counts, reused_counts, manual_actions, blocking_issue.

• reused — skill and all bindings already existed.
• configured — at least one component created and all requested bindings now exist.
• partial / blocked — see blocking_issue; manual_actions names the prerequisite skill when the cause is a missing precondition.

Limitations

• 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.

References