| 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
|
| 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.
|
| SkillPriority |
- Type
- int
- Properties
- Create, Filter, Group, Nillable, Sort, Update
- Description
- For additional skills, specify the order in which a
skill is dropped if after the Drop Additional Skills
Timeout on the routing configuration, no agent with that
skill is available. Skills with a lower priority rank (9
or 10) are dropped first. Skills with a higher priority
rank (0 or 1) are dropped last. Skills with the same
priority value are dropped as a group. You can set skill
priority using attribute setup for skills-based routing
or Apex code. Available in API version 49.0 and
later.
|
| 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.
|
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