WorkSkillRoutingAttribute

Represents a setup object that stores metadata related to the routing assignments between object field values and skills. Field values are used to route a work item to an agent who has the skills necessary to take the work. Available in API version 46.0 and later.

Supported SOAP Calls

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

Supported REST HTTP Methods

DELETE, GET, PATCH, POST

Limitations

SOQL Limitations

SOSL Limitations

Fields

Field	Details
Field	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The field corresponding to the field values that the skill is mapped to. Attribute Setup for Skills-Based Routing supports fields of type picklist, lookup, and checkbox. For example, Case Reason, Case Type, and Escalated. To see the complete list of valid values representing supported fields, see the Tooling API WSDL.
IsAdditionalSkill	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description In skills-based routing, you can set some skills to `additional`. After a designated timeout period, a skill marked as `additional` is dropped from Omni-Channel routing. The case is then routed to the best-matched agent, even if the agent doesn’t have all the skills.
RelatedEntity	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The type of object being routed. Valid values are: `Case`— `ContactRequest`— `Lead`— `Order`— `SocialPost` `Custom`
SkillId	Type string Properties Create, Filter, Group, Sort, Update Description Skill used to route the object when the field value is mapped to the skill.
SkillLevel	Type double Properties Create, Defaulted on create, Filter, Nillable, Sort, Update Description Level of the skill required. This value can range from 0 to 10.
Value	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The field value that is mapped to the selected skill.
WorkSkillRoutingId	Type reference Properties Create, Filter, Group, Sort Description The ID of the WorkSkillRouting object with which this field value is associated.

Tooling API

WorkSkillRoutingAttribute

Supported SOAP Calls

Supported REST HTTP Methods

Limitations

Fields