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:
- Skill — query
Skill by DeveloperName. Present → reused; absent → deploy a Skill component via the Metadata API and re-query for its Id.
- 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