Service Omni Channel Setup Coordinate

Salesforce, Inc.

Salesforce DevOps automation using sf CLI v2. TRIGGER when: user deploys metadata, creates/manages scratch orgs or sandboxes, sets up CI/CD pipelines, or troubleshoots deployment errors with sf project deploy. DO NOT TRIGGER when: writing Apex code (use p

Salesforce, Inc.

Use to configure and verify Agentforce agent-to-human escalation, including human handoff, a staffed fallback queue, and failure-threshold directives. Triggers: configure agent escalation, escalate to a human agent, agent handoff to a queue, configure a h

Salesforce, Inc.

Create reusable agent users for Omni-Channel setup and routing validation. TRIGGER when users ask to create Omni agents, provision Omni test users, seed sandbox users for routing, create Omni-Channel routing agents, or repair missing demo agents. DO NOT T

Salesforce, Inc.

Use to enable the five Omni-Channel base settings on a Salesforce org via the Metadata API. The canonical writer scripts/configure-and-report.sh detects, deploys, and re-verifies in one call (run mode) or detects only (plan mode); it is idempotent (deploy

Salesforce, Inc.

Use to inventory configured Omni-Channel instances across Voice, Email, Chat, SMS, Facebook, WhatsApp, and In-App, including each channel's Queue, Flow, or Other routing target, without changing the org. TRIGGER when: list Omni channels, inventory Omni ro

Salesforce, Inc.

Use to analyze whether an org should use Command Center for Service V2 or classic Omni Supervisor and recommend the next action without making changes. Triggers: detect Command Center V2 versus classic, check supervisor readiness, choose a supervisor expe

Salesforce, Inc.

Assign the required Omni permission sets to provisioned agent users. TRIGGER when users ask to assign Omni permissions to agents, grant Omni-Channel access, add Omni_Agent permissions, repair missing Omni permission assignments, or prepare agents to use t

Salesforce, Inc.

Create the standard Available and Busy presence statuses needed for Omni-Channel routing. TRIGGER when users ask to deploy Omni presence statuses, configure agent availability, deploy Omni status metadata, create an Available status for Case, Incident, Me

Salesforce, Inc.

Use to deploy an Omni PresenceUserConfig (presence configuration) as one whole-record Metadata write with the decline/ACW fields set consistently: Auto-Accept off, Decline on, Decline Reason on (with a PresenceDeclineReason deployed in the same package),

Salesforce, Inc.

Use to verify or create a Queue on a Salesforce org for a routable sObject (Case | Incident | MessagingSession | VoiceCall), discovered via its QueueSobject binding rather than by hardcoded name. Reuses whatever queue already routes the target sObject; wi

Salesforce, Inc.

Use to bind agent users into a Salesforce Queue via GroupMember Data API POSTs, with SOQL-based idempotency (safe re-run — only inserts missing bindings). Binds either the generated demo agents (agent{1..N}.<suffix>@example.com) or an explicit list of rea

Salesforce, Inc.

Use to create or update a QueueRoutingConfig record on a Salesforce org via the Data API (idempotent SOQL detect + REST upsert). Naming is target-derived: Case→Case_Routing_Config, VoiceCall→Voice_Routing_Config, Incident→Incident_Routing_Config, Messagin

Salesforce, Inc.

Use to deploy an Omni-Channel routing Flow for Case or VoiceCall and verify it routes work items to a queue or by skill. Supports the Case and VoiceCall steel thread with an autolaunched dryRun-gated variant and record-triggered QueueBased and SkillsBased

Salesforce, Inc.

Use to ensure exactly one ServiceChannel exists on a Salesforce org for a routable sObject (Case | Incident | MessagingSession | VoiceCall), reusing any standard or custom channel already bound to that sObject and only deploying a canonical template when

Salesforce, Inc.

Use to enable or verify the Omni-Channel sidebar on a Lightning console app. Triggers: enable the Omni sidebar, pin Omni-Channel in a console app, configure the Omni sidebar, turn on the Omni-Channel utility region, verify the pinned Omni widget. Do not u

Salesforce, Inc.

Use to make agents routable by Omni skills-based routing: ensure an Omni Skill exists, then assign it to each active agent through the classic Omni-Channel SkillUser junction. Idempotent — existing skills and user bindings are reused, and only missing bin

Salesforce, Inc.

Use to stand up a headless Omni-Channel Supervisor Configuration by deploying the classic OmniSupervisorConfig (parent plus supervisor-user and queue companions) in one atomic Metadata API deploy, idempotent via the deploy state. Requires active superviso

Salesforce, Inc.

Use to assign the Salesforce-shipped standard ContactCenterSupervisor PermissionSet (default) to N existing supervisor users via PermissionSetAssignment DML. Idempotent — SOQL detects existing (user, perm-set) pairs before POST, and DUPLICATE_VALUE is tre

Salesforce, Inc.

Use to populate the Omni-Channel Supervisor action + tab surface on an existing OmniSupervisorConfig by inserting the standard OmniSupervisorConfigAction and OmniSupervisorConfigTab companion rows via the Data API, idempotent (inserts only the missing typ

Salesforce, Inc.

Use to create N Omni-Channel supervisor users on a Salesforce org via Anonymous Apex, using the supervisor{i}.<suffix>@example.com pattern with SOQL-based idempotency (re-runs skip existing usernames). Passwords are set via System.setPassword and handled