Metadata API Developer Guide
j
No Results
Search Tips:
- Please consider misspellings
- Try different search keywords
WorkSkillRouting
Represents a setup object that stores a set of
WorkSkillRoutingAttribute objects. These objects are used to route a work item to an agent who
has the skills necessary to take the work.
This type extends the Metadata metadata type and inherits its
fullName field.
File Suffix and Directory Location
WorkSkillRouting components have the suffix workSkillRouting and are stored in the workSkillRoutings folder.
Version
WorkSkillRouting components are available in API version 46.0 and later.
Fields
| Field Name | Field Type | Description |
|---|---|---|
| isActive | boolean | Required. Indicates whether assignment rules are active and can be evaluated. |
| masterLabel | string | Required. The label for this object. This display value is the internal label that is not translated. |
| relatedEntity | string | Required. Type of Salesforce object that the attributes are associated with. |
| workSkillRoutingAttributes | WorkSkillRoutingAttribute[] | A set of mappings between work-item field values and skills. Create one attribute mapping set for each object. |
WorkSkillRoutingAttribute
Represents the routing assignments between object attributes and skills. Attributes are used to route a work item to an agent who has the skills necessary to take the work.
Fields
| Field Name | Field Type | Description |
|---|---|---|
| field | string | Required. Field that this attribute applies to. |
| isAdditionalSkill | boolean | After a designated timeout period, additional skills are dropped from Omni-Channel routing. The case is then routed to the best-matched agent even if they don’t have all the skills. |
| skill | string | Required. Skill used to route the work item when the attribute maps to the value selected. |
| skillLevel | int | Level of the skill required. This value can range from 0 to 10. |
| skillPriority | int | 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 | string | Attribute value that is assigned to the selected skill. |
Declarative Metadata Sample Definition
The following is an example of a WorkSkillRouting component.
<?xml version="1.0" encoding="UTF-8"?>
<WorkSkillRouting xmlns="http://soap.sforce.com/2006/04/metadata">
<isActive>true</isActive>
<masterLabel>Attribute setup for skills-based routing for Case object</masterLabel>
<relatedEntity>Case</relatedEntity>
<workSkillRoutingAttributes>
<field>Case.Origin</field>
<isAdditionalSkill>false</isAdditionalSkill>
<skill>Technical_Skill</skill>
<skillLevel>3</skillLevel>
<skillPriority>2</skillPriority>
<value>Web</value>
</workSkillRoutingAttributes>
</WorkSkillRouting>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.