Omni-Channel Action

Create a PendingServiceRouting record used for Omni-Channel skills-based routing.

For more information about skills-based routing, see Skills-Based Routing for Omni-Channel in Salesforce Help.

This object is available in API version 44.0 and later.

Supported REST HTTP Methods

URI: /services/data/vXX.X/actions/standard/skillsBasedRouting
Formats: JSON, XML
HTTP Methods: POST
Authentication: Authorization: Bearer token

Inputs

Input	Details
recordId	Type ID Description Required. ID of the Salesforce record to be routed by Omni-Channel.
routingConfigId	Type ID Description Required. ID of the `QueueRoutingConfig` record to be used by Omni-Channel.
skillIdList	Type string Description Optional. Comma-separated list of `Skill` IDs. Maximum number of skills is 25.

Outputs

Output	Details
pendingServiceRoutingId	Type ID Description ID of the new `PendingServiceRouting` record, if the request was successful.

Usage

Sample Input

The following code sample attempts to create a PendingServiceRouting record using a work record (recordId), the routing configuration (routingConfigId), and two skills (skillIdList).

1{
2  "inputs": [{
3      "recordId":"400B0000004GGUUIA4",
4      "routingConfigId":"0K8B0000000CbgZKAS",
5      "skillIdList":"0C4B00000008QImKAM,0C4B0000000CcR1KAK"
6  }]
7}

Sample Output

The following code sample illustrates a response after a successful request.

1[
2  {
3    "actionName":"skillsBasedRouting",
4    "errors":null,
5    "isSuccess":true,
6    "outputValues":{
7      "pendingServiceRoutingId":"0JRB0000000TWA2"
8    }
9  }
10]

Actions Developer Guide

Omni-Channel Action

Supported REST HTTP Methods

Inputs

Outputs

Usage