Help & Support

Elevate Your Agents with AgentExchange Solutions

Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

Visit Salesforce Help

Give Us Feedback

Service Omni Attribute Routing Configure

Beta

Overview

Use to manage Omni-Channel attribute-based routing rules through the Tooling API. TRIGGER when: list attribute-routing rules, inspect a WorkSkillRouting rule, create an inactive routing rule, add a field-to-skill mapping, activate a complete routing rule, deactivate a routing rule, or delete a routing rule or attribute. Do not use to create agent skills or routing flows.

service-omni-attribute-routing-configure

Manage the full WorkSkillRouting and WorkSkillRoutingAttribute lifecycle using the approved Tooling API contract. Create rules inactive, add all mappings, and activate only after at least one mapping exists.

Usage

bash scripts/configure-and-report.sh <org> list
bash scripts/configure-and-report.sh <org> get <rule-id>
bash scripts/configure-and-report.sh <org> create <developer-name> <label> <related-entity>
bash scripts/configure-and-report.sh <org> add-attribute <rule-id> <Entity.Field> <value> <skill-id> <level> <related-entity> [additional] [priority]
bash scripts/configure-and-report.sh <org> set-active <rule-id> true|false
CONFIRM_DELETE=1 bash scripts/configure-and-report.sh <org> delete-attribute <attribute-id>
CONFIRM_DELETE=1 bash scripts/configure-and-report.sh <org> delete-rule <rule-id>

Safety and behavior

Reads require View Setup. Writes require Customize Application and are refused on production customer orgs.
Omni-Channel and Skills-Based Routing must be enabled, and referenced Skill records must already exist.
Creation always starts inactive. Activation reads the complete Metadata compound, preserves all mappings, removes the read-only urls member, changes only isActive, and verifies with a cold read.
The script rejects activation without mappings, invalid skill levels, invalid additional-skill priorities, and deletion without CONFIRM_DELETE=1.
Existing identical mappings are reused.

Boundaries

Use service-omni-work-skill-routing-configure for the simpler one-mapping Metadata API workflow. Use this skill when the user explicitly needs Tooling CRUD, multiple mappings, activation control, or deletion.

Reference

Read references/api-notes.md before changing the payload or compound Metadata handling.