Set Up Omni-Channel Developer Guide
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AgentWork
AgentWorkSkill
OmniSupervisorConfig
OmniSupervisorConfigGroup
OmniSupervisorConfigProfile
OmniSupervisorConfigQueue
OmniSupervisorConfigSkill
OmniSupervisorConfigUser
PendingServiceRouting
PresenceConfigDeclineReason
PresenceDeclineReason
PresenceUserConfig
PresenceUserConfigProfile
PresenceUserConfigUser
QueueRoutingConfig
QueueSobject
ServiceChannel
ServiceChannelFieldPriority
ServiceChannelStatus
ServicePresenceStatus
ServiceResource
SkillRequirement
UserServicePresence
Omni-Channel Metadata API Types
Newer Version Available
Set Up Omni-Channel Objects
Use an API to create, retrieve, update or delete records, such as accounts, leads, and
custom objects. The Salesforce data model includes several objects that let you control and
customize your Set Up Omni-Channel records, including Set Up Omni-Channel users, routing configurations, and statuses.
For more information on Salesforce APIs, see Which API Do I Use? in Salesforce Help.
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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 the Omni-Channel supervisor configuration for an assigned group of supervisors. This object is available in API version 41.0 and later. -
OmniSupervisorConfigGroup
Represents the group of agents who are visible to the supervisors of an Omni-Channel supervisor configuration. The group, if visible, appears in the Agents tab of Omni Supervisor. This object is available in API version 41.0 and later. -
OmniSupervisorConfigProfile
Represents the supervisor profiles to which an Omni-Channel supervisor configuration applies. User-level configurations override profile-level configurations. This object is available in API version 41.0 and later. -
OmniSupervisorConfigQueue
Represents the queues that are visible to the supervisors of an Omni-Channel supervisor configuration. The queue, if visible, appears in the Queues Backlog and Assigned Work tabs of Omni Supervisor. This object is available in API version 53.0 and later. -
OmniSupervisorConfigSkill
Represents the skills that are visible to the supervisors of an Omni-Channel supervisor configuration. These skills, if visible, appear in the Skills Backlog tab of Omni Supervisor. This object is available in API version 53.0 and later. -
OmniSupervisorConfigUser
Represents the users to which an Omni-Channel supervisor configuration applies. 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 and Salesforce Scheduler, or an agent in Workforce Engagement. 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, Salesforce Scheduler, or Workforce Engagement. Skill requirements can be added to work types, work orders, and work order line items in Field Service and Lightning Scheduler, or to job profiles in Workforce Engagement. 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.