ServiceChannel

Represents a channel of work items that are received from your organization—for example, cases, chats, or leads.

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

ServiceChannel components have the suffix .serviceChannel and are stored in the serviceChannels folder.

Version

ServiceChannel components are available in API version 44.0 and later.

Special Access Rules

This type is available only if Omni-Channel is enabled in your org.

Fields

Field Name	Field Type	Description
doesMinimizeWidgetOnAccept	boolean	Automatically minimizes the Omni-Channel widget when an agent accepts work. This field is available in API version 48.0 and later.
interactionComponent	string	The custom console component to open in the footer when an agent accepts a work item from this service channel.
isInterruptible	boolean	Indicates whether a work item consumes interruptible or primary capacity. The default value is false. Available in API version 57.0 and later when the Interruptible Capacity feature is enabled.
label	string	Required. The label of the service channel.
relatedEntityType	string	Required. The type of object that’s associated with this service channel.
secondaryRoutingPriorityField	string	The name of the standard field or the ID of the custom field that is used for secondary routing priority. This field is available in API version 47.0 and later.
serviceChannelFieldPriorities	ServiceChannelFieldPriority[]	Required. A set of mappings between secondary routing priority field values and priorities. This field is available in API version 47.0 and later.

ServiceChannelFieldPriority

Represents a secondary routing priority field value mapping. Available in API version 47.0 and later.

Field Name	Field Type	Description
priority	int	Required. The priority number assigned to the mapped field value.
value	string	Required. The value of the secondaryRoutingPriorityField field defined in the parent ServiceChannel.

Declarative Metadata Sample Definition

The following is an example of a ServiceChannel component.

1<?xml version="1.0" encoding="UTF-8"?>
2<ServiceChannel xmlns="http://soap.sforce.com/2006/04/metadata">
3    <doesMinimizeWidgetOnAccept>true</doesMinimizeWidgetOnAccept>
4    <interactionComponent>ConsoleComponent</interactionComponent>
5    <label>Case</label>
6    <relatedEntityType>Case</relatedEntityType>
7    <secondaryRoutingPriorityField>Status</secondaryRoutingPriorityField>
8    <serviceChannelFieldPriorities>
9        <priority>1</priority>
10        <value>Escalated</value>
11    </serviceChannelFieldPriorities>
12    <serviceChannelFieldPriorities>
13        <priority>2</priority>
14        <value>On Hold</value>
15    </serviceChannelFieldPriorities>
16</ServiceChannel>

The following is an example package.xml that references the previous definition.

1<?xml version="1.0" encoding="UTF-8"?>
2<Package xmlns="http://soap.sforce.com/2006/04/metadata">
3    <types>
4        <members>*</members>
5        <name>ServiceChannel</name>
6    </types>
7    <version>44.0</version>
8</Package>

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File.

Metadata API Developer Guide