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ServiceChannel

Represents a channel of work items that are received from your organization—for example, cases, chats, or leads. This object is available in API version 32.0 and later.

Supported Calls

create(), query(), retrieve(), update(), upsert()

Fields

Field	Details
CapacityPercentage	Type percent Properties Create, Filter, Nillable, Sort, Update Description The percentage of an agent’s capacity for work items that’s consumed by a specific type of work item from this service channel. For example, you might give phone calls a capacity percentage of `100`. If an agent receives a phone call, the agent won’t receive new work items until the call ends, because at that point the agent’s capacity will have reached 100%. This field is available in API version 32.0 and earlier. For later API versions, you can set the capacity percentage of work items on the QueueRoutingConfig object.
CapacityWeight	Type double Properties Create, Filter, Nillable, Sort, Update Description The amount of an agent’s capacity for work items that’s consumed by a work item from this service channel. For example, if an agent has a capacity of `6`, and cases are assigned a capacity weight of `2`, an agent can be assigned up to 3 cases before the agent is at capacity and can’t receive new work items. This field is available in API version 32.0 and earlier. For later API versions, you can set the capacity weight of work items on the QueueRoutingConfig object.
DeveloperName	Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. In managed packages, this field prevents naming conflicts on package installations. With this field, a developer can change the object’s name in a managed package and the changes are reflected in a subscriber’s organization. When creating large sets of data, always specify a unique DeveloperName for each record. If no DeveloperName is specified, performance may slow while Salesforce generates one for each record. Note
Language	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the service channel.
MasterLabel	Type string Properties Create, Filter, Group, Sort, Update Description The label of the service channel.
RelatedEntity	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Unique, Update Description The type of object that’s associated with this service channel.