Omni-Channel Developer Guide
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Summer '25 (API version 64.0)
Spring '25 (API version 63.0)
Winter '25 (API version 62.0)
Summer '24 (API version 61.0)
Spring '24 (API version 60.0)
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Summer '23 (API version 58.0)
Spring '23 (API version 57.0)
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Summer '22 (API version 55.0)
Spring '22 (API version 54.0)
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Summer '21 (API version 52.0)
Spring '21 (API version 51.0)
Winter '21 (API version 50.0)
Summer '20 (API version 49.0)
Spring '20 (API version 48.0)
Winter '20 (API version 47.0)
Summer '19 (API version 46.0)
Spring '19 (API version 45.0)
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Summer '18 (API version 43.0)
Spring '18 (API version 42.0)
Winter '18 (API version 41.0)
Summer '17 (API version 40.0)
Spring '17 (API version 39.0)
Winter '17 (API version 38.0)
Summer '16 (API version 37.0)
Spring '16 (API version 36.0)
AgentWork
AgentWorkSkill
OmniSupervisorConfig
OmniSupervisorConfigGroup
OmniSupervisorConfigProfile
OmniSupervisorConfigUser
PendingServiceRouting
PresenceConfigDeclineReason
PresenceDeclineReason
PresenceUserConfig
PresenceUserConfigProfile
PresenceUserConfigUser
QueueRoutingConfig
QueueSobject
ServiceChannel
ServiceChannelFieldPriority
ServiceChannelStatus
ServicePresenceStatus
ServiceResource
SkillRequirement
UserServicePresence
Omni-Channel Metadata API Types
Newer Version Available
Omni-Channel SOAP API Objects
Use SOAP API to create, retrieve, update or delete records, such as accounts, leads,
and custom objects. The SOAP API includes several objects that let you control and customize
your Omni-Channel records, including Omni-Channel users, routing configurations, and statuses.
If you need more information on Salesforce’s SOAP API, see the SOAP API Developer Guide.
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AgentWork
Represents a work assignment that’s been routed to an agent. This object is available in API version 32.0 and later. -
AgentWorkSkill
Represents a skill used to route a work assignment to an agent. AgentWorkSkill is used for reporting and represents the result of a routing decision. This object is available in API version 42.0 and later. -
OmniSupervisorConfig
Represents a configuration that determines a user’s Omni-Channel Supervisor settings. This object is available in API version 41.0 and later. -
OmniSupervisorConfigGroup
Represents a public group assigned to the Omni-Channel Supervisor configuration that’s visible to a supervisor user. This object is available in API version 41.0 and later. -
OmniSupervisorConfigProfile
Represents a configuration that determines the Omni-Channel Supervisor settings that are assigned to users who are assigned to a specific profile. User-level configurations override profile-level configurations. This object is available in API version 41.0 and later. -
OmniSupervisorConfigUser
Represents a configuration that determines the Omni-Channel Supervisor settings that are assigned to a user. User-level configurations override profile-level configurations. This object is available in API version 41.0 and later. -
PendingServiceRouting
Represents a work assignment that’s waiting to be routed. This object is available in API version 40.0 and later. -
PresenceConfigDeclineReason
Represents the settings for a decline reason that a presence user provides when declining work. This object is available in API version 37.0 and later. -
PresenceDeclineReason
Represents an Omni-Channel decline reason that agents can select when declining work requests. This object is available in API version 37.0 and later. -
PresenceUserConfig
Represents a configuration that determines a presence user’s settings. This object is available in API version 32.0 and later. -
PresenceUserConfigProfile
Represents a configuration that determines the settings that are assigned to presence users who are assigned to a specific profile. User-level configurations override profile-level configurations. This object is available in API version 32.0 and later. -
PresenceUserConfigUser
Represents a configuration that determines the settings that are assigned to a presence user. These user-level configurations override profile-level configurations. This object is available in API version 32.0 and later. -
QueueRoutingConfig
Represents the settings that determine how work items are routed to agents. This object is available in API version 32.0 and later. -
QueueSobject
Represents the mapping between a queue Group and the sObject types associated with the queue, including custom objects. -
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. -
ServiceChannelFieldPriority
Represents a secondary routing priority field-value mapping. This object is available in API version 47.0 and later. -
ServiceChannelStatus
Represents the status that’s associated with a specific service channel. This object is available in API version 32.0 and later. -
ServicePresenceStatus
Represents a presence status that can be assigned to a service channel. This object is available in API version 32.0 and later. -
ServiceResource
Represents a service technician or service crew in field service in Field Service and Lightning Scheduler. This object is available in API version 38.0 and later. -
SkillRequirement
Represents a skill that is required to complete a particular task in Field Service and Lightning Scheduler. Skill requirements can be added to work types, work orders, and work order line items in Field Service and Lightning Scheduler. This object is available in API version 38.0 and later. You also can add skill requirements to work items in Omni-Channel skills-based routing using API version 42.0 and later. -
UserServicePresence
Represents a presence user’s real-time presence status. This object is available in API version 32.0 and later.