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Agent skill

Service Omni Work Skill Routing Configure

by forcedotcom in forcedotcom/sf-skills

A skill your agent uses to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g.

Apache-2.0Auto-check: notesAI & LLM Engineering

Install Service Omni Work Skill Routing Configure

skills CLI
$ npx skills add forcedotcom/sf-skills --skill service-omni-work-skill-routing-configure -a claude-code

Project install by default; add -g for ~/.claude/skills/.

GitHub CLI
$ gh skill install forcedotcom/sf-skills service-omni-work-skill-routing-configure --agent claude-code

Project scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).

Manual copy
$ git clone --depth 1 https://github.com/forcedotcom/sf-skills.git skills-src && mkdir -p .claude/skills && cp -r skills-src/skills/service-omni-work-skill-routing-configure .claude/skills/service-omni-work-skill-routing-configure && rm -rf skills-src

Use ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.

Claude Code skills documentation · loads skills from .claude/skills/

Facts

Skill name
service-omni-work-skill-routing-configure
GitHub stars
1.1k
Token cost
~1.6k tokens
SKILL.md length
578 words
Files
5 (incl. scripts, references)
Skills in repo
252
Repo updated
First seen
Licence
Apache-2.0

At a glance

A skill your agent uses to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g.

  • Works in 5 steps: safe_to_write — query Organization;… → Skill prereq — query Skill by… → Merge — read the existing… → …
  • Author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g
  • SKILL.md covers Inputs, Preconditions and safety, Run and Behavior, plus 3 more sections
  • Runs Python and Shell scripts from its folder; calls bash and python3

What it does

Service Omni Work Skill Routing Configure is an agent skill from forcedotcom/sf-skills. Use to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g. add the Voice skill when Case.Origin = Phone), deployed as one WorkSkillRouting record via the Metadata API. Idempotent via the Metadata API files[].state signal; one rule per related entity. Triggers: add field-based skill routing, route by a Case field to a skill, route by a MessagingSession field to a skill, configure attribute-based skills routing, require an Omni skill for…

Its SKILL.md is about 1.6k tokens, which your agent loads only when the skill is triggered. The skill folder holds 7 other files, including scripts and reference files (for example `references/api-notes.md`, `scripts/configure-and-report.sh` and `scripts/tests/_bootstrap.py`).

It sits in AI & LLM Engineering, covering Building AI agents. The repository describes itself as: Salesforce's curated collection of agent skills for building applications. Optimized for Agentforce Vibes, compatible with all AI tools. The licence is Apache-2.0.

When your agent uses it

  • Author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g
  • Create the Skill
  • Bind agents to it (service-omni-skills-based-routing-configure)
  • Create agent users

Example prompts

  • “/service-omni-work-skill-routing-configure”

Requirements

  • Python 3
  • A Bash shell
  • Pre-approved tools (allowed-tools): Bash, Read, Write, Edit, Glob, Grep

Workflow steps

5 steps, taken from the first numbered list in SKILL.md.

  1. safe_to_write — query Organization; refuse to write to a real production org.
  2. Skill prereq — query Skill by DeveloperName; if absent, block and point at service-omni-skills-based-routing-configure.
  3. Merge — read the existing WorkSkillRouting.Metadata through the Tooling API, preserve unrelated attributes, and replace or append only the…
  4. Deploy — materialize the merged WorkSkillRouting record (elements in XSD/alphabetical order) and deploy it via the Metadata API (async +…
  5. Classify — read files[].state (Created / Changed / Unchanged) to report created / updated / reused.

What it can do on your machine

Read from SKILL.md and the folder at commit 4bbae5c. It shows what the files ask for, not the result of running them.

  • Tool permissions

    Pre-approves these tools, so the agent can use them without asking each time:

    • Bash
    • Read
    • Write
    • Edit
    • Glob
    • Grep

    From allowed-tools in the SKILL.md frontmatter.

  • Runs code

    Ships 3 files in scripts/ (Python and Shell), which the agent can run.

    Shell commands in SKILL.md call:

    • bash
    • python3

    From the folder's file list and the shell code blocks in SKILL.md.

  • Network

    No URLs in SKILL.md.

    From URLs in SKILL.md, links to its own repository left out.

  • Credentials

    Names no API keys, tokens, secrets or passwords.

    From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.

Context cost

Service Omni Work Skill Routing Configure loads about 1.6k tokens when it runs, and up to ~2.3k if it reads all its reference files. Until then it costs about 180 tokens; SKILL.md has 578 words of instructions outside code blocks.

Always · name and description, kept in context so the agent knows when to use it
~180
When it runs · the whole SKILL.md, loaded when a task matches
~1.6k
With references · SKILL.md plus every file in references/, read only if the agent opens them
~2.3k

Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.

Safety

Auto-check: notes

The automated check noted patterns worth knowing about, such as sudo or a known installer.

  • NotePre-approves every shell command (allowed-tools: Bash)SKILL.md
    allowed-tools: Bash, Read, Write, Edit, Glob, Grep

Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); the scripts in this folder are not scanned.

SKILL.md

The full file from forcedotcom/sf-skills at commit 4bbae5c, republished under its Apache-2.0 licence (© forcedotcom). 578 words, ~1,573 tokens.

Download SKILL.mdSave it as .claude/skills/service-omni-work-skill-routing-configure/SKILL.md (or your agent's skills folder). This skill also uses 4 other files; get the full folder from GitHub.
name
service-omni-work-skill-routing-configure
description
Use to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g. add the Voice skill when Case.Origin = Phone), deployed as one WorkSkillRouting record via the Metadata API. Idempotent via the Metadata API files[].state signal; one rule per related entity. Triggers: add field-based skill routing, route by a Case field to a skill, route by a MessagingSession field to a skill, configure attribute-based skills routing, require an Omni skill for a field value. Do not use to create the Skill or bind agents to it (service-omni-skills-based-routing-configure), to create agent users, or to configure queues.
allowed-tools
Bash, Read, Write, Edit, Glob, Grep
metadata.version
1.0
metadata.domains
Service
metadata.minApiVersion
66.0
metadata.relatedSkills
service-omni-base-settings-configure, service-omni-channel-setup-coordinate, service-omni-skills-based-routing-configure

service-omni-work-skill-routing-configure

Author an Omni WorkSkillRouting rule so work is routed to agents by a field value on the work record, not just by skills the agent happens to hold. Where service-omni-skills-based-routing-configure makes an agent routable (Skill + ServiceResource + ServiceResourceSkill), this skill decides which skill a work item requires based on one of its fields — for example "when Case.Origin = Phone, require the Voice skill". The rule is one WorkSkillRouting record (a header plus one workSkillRoutingAttributes mapping) deployed via the Metadata API. It runs after the referenced Skill exists and belongs to the same routing family coordinated by service-omni-channel-setup-coordinate.

Inputs

bash
bash scripts/configure-and-report.sh <org-alias> <related_entity> <field> <skill> <value> [rule_master_label]
  • org-alias (required).
  • related_entity (required). The sObject the rule applies to (e.g. Case, MessagingSession, LiveChatTranscript, Lead, VoiceCall).
  • field (required). The field the attribute evaluates (e.g. Case.Origin or Origin). Bare standard fields are qualified with the related entity before deploy, so Origin becomes Case.Origin instead of being misread as a custom-field metadata name.
  • skill (required). The Omni Skill DeveloperName required when the field matches (e.g. Voice).
  • value (required). The field value that maps to the skill (e.g. Phone). Plain values only; XML-reserved characters are not supported.
  • rule_master_label (optional). MasterLabel for the rule; defaults to <related_entity> Skill Routing.

Env overrides: RULE_DEVELOPER_NAME (fullName of the rule, default the related-entity name — one rule per entity), IS_ACTIVE (default true), SKILL_LEVEL (0–10), SKILL_PRIORITY (0–10, additional-skill drop order), IS_ADDITIONAL_SKILL (true/false).

Preconditions and safety

  • Target org authenticated via sf CLI, Service Cloud license, sf CLI ≥ 2.139.6.
  • Omni-Channel base settings enabled with skills-based routing turned on (service-omni-base-settings-configure).
  • The referenced Skill already exists (service-omni-skills-based-routing-configure).
  • The three-way safe_to_write production guard applies.

Run

  1. safe_to_write — query Organization; refuse to write to a real production org.
  2. Skill prereq — query Skill by DeveloperName; if absent, block and point at service-omni-skills-based-routing-configure.
  3. Merge — read the existing WorkSkillRouting.Metadata through the Tooling API, preserve unrelated attributes, and replace or append only the requested (field, value) mapping. An inconclusive read blocks the write; WSR_REPLACE=1 is the explicit destructive-replacement escape hatch.
  4. Deploy — materialize the merged WorkSkillRouting record (elements in XSD/alphabetical order) and deploy it via the Metadata API (async + poll to a terminal state).
  5. Classify — read files[].state (Created / Changed / Unchanged) to report created / updated / reused.
Show full SKILL.md (223 more words)Show less

Behavior

Idempotent + merge-safe. WorkSkillRouting permits a single rule per related entity, so the rule's fullName defaults to the entity name. Re-running the same mapping reports reused; a new mapping is merged into the existing attribute list; changing the same field/value mapping updates only that entry. The skill never silently replaces an existing rule when its current metadata could not be read.

Graceful degradation. WorkSkillRouting is not provisioned on every org (some trials/CDOs). A deploy failure shaped like INVALID_TYPE / "not available" / "WorkSkillRouting" is reported as blocked with a clear limitation message and a pointer to base settings — the skill surfaces the limitation rather than crashing.

Output contract

A single JSON object: status ∈ created | updated | reused | blocked (plus action_needed in plan mode), rule ({developer_name, master_label, related_entity, is_active, state}), attribute ({field, skill, value, skill_level, skill_priority, is_additional_skill}), merge ({merged_from_existing, attribute_count, preserved_count}), deploy_id, manual_actions, blocking_issue.

Limitations

  • One field→skill mapping per invocation and one rule per related entity. Multiple invocations safely accumulate attributes on that rule.
  • Does not create the Skill, ServiceResources, agent users, queues, or presence configuration.
  • Field/value correctness is validated by the platform at deploy time; an invalid field or value surfaces as a blocked deploy failure.

References

FileWhen to read
references/api-notes.mdWorkSkillRouting metadata shape, XSD element order, one-rule-per-entity constraint, attribute fields, and graceful-degradation triggers
scripts/tests/test_work_skill_routing_contracts.pyWhen validating changes — run python3 scripts/tests/test_work_skill_routing_contracts.py from this skill directory

© forcedotcom, Apache-2.0. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file

Files

SKILL.md and 4 other files (scripts, references) in skills/service-omni-work-skill-routing-configure of forcedotcom/sf-skills.

  • SKILL.md
  • references/api-notes.md
  • scripts/configure-and-report.sh
  • scripts/tests/_bootstrap.py
  • scripts/tests/test_work_skill_routing_contracts.py

Open the folder on GitHubat commit 4bbae5c

Compare with similar skills

Service Omni Work Skill Routing Configure next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.

Service Omni Work Skill Routing Configure compared with similar skills
SkillStarsUsed inTokensAuto-checkLicenceRepo updated
Service Omni Work Skill Routing Configure this skillforcedotcom/sf-skills1.1k—~1.6kAutomated safety check: NotesApache-2.0
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Senior Prompt Engineermaslennikov-ig/claude-code-orchestrator-kit2603 repos~1.4kAutomated safety check: PassCustom licence
Create Agentgnekt/My-Brain-Is-Full-Crew3.9k—~3.1kAutomated safety check: PassCustom licence
Ms Agent Framework RAGshuyu-labs/WebCode278—~1.1kAutomated safety check: PassCustom licence

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Categories

Questions about Service Omni Work Skill Routing Configure

What does Service Omni Work Skill Routing Configure do?

A skill your agent uses to author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g. Service Omni Work Skill Routing Configure is an agent skill from forcedotcom/sf-skills.g.

When should I use Service Omni Work Skill Routing Configure?

Service Omni Work Skill Routing Configure fits situations like: author an Omni WorkSkillRouting rule (field-based skill criteria): map a related-entity field value to a required Omni Skill (e.g; create the Skill; bind agents to it (service-omni-skills-based-routing-configure); create agent users.

How do I install Service Omni Work Skill Routing Configure in Claude Code?

Run `npx skills add forcedotcom/sf-skills --skill service-omni-work-skill-routing-configure -a claude-code`. Or copy the skill folder (skills/service-omni-work-skill-routing-configure in forcedotcom/sf-skills) into .claude/skills/service-omni-work-skill-routing-configure in your project. Claude Code loads it when a task matches its description.

How do I install Service Omni Work Skill Routing Configure in Codex?

Run `npx skills add forcedotcom/sf-skills --skill service-omni-work-skill-routing-configure -a codex`. Or copy the skill folder (skills/service-omni-work-skill-routing-configure in forcedotcom/sf-skills) into .agents/skills/service-omni-work-skill-routing-configure in your project. Codex loads it when a task matches its description.

Can I use Service Omni Work Skill Routing Configure in Cursor, Gemini CLI or GitHub Copilot?

Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add forcedotcom/sf-skills --skill service-omni-work-skill-routing-configure -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/service-omni-work-skill-routing-configure, .gemini/skills/service-omni-work-skill-routing-configure, .github/skills/service-omni-work-skill-routing-configure and .opencode/skills/service-omni-work-skill-routing-configure in your project.

What does Service Omni Work Skill Routing Configure need to run?

Going by SKILL.md and its folder, Service Omni Work Skill Routing Configure needs Python and a shell for the scripts in its folder and the command-line tools its instructions call (bash and python3). Our summary lists: Python 3; A Bash shell. Its frontmatter pre-approves these tools: Bash, Read, Write, Edit, Glob, Grep.

Does Service Omni Work Skill Routing Configure access the network?

SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.

Is Service Omni Work Skill Routing Configure safe to install?

Our automated static check of SKILL.md found notes only (pre-approves every shell command (allowed-tools: bash)), nothing it rates as a warning. It is not a guarantee. The check reads SKILL.md only: the scripts in the folder are not scanned, so read them before running anything.

What licence does Service Omni Work Skill Routing Configure use?

Service Omni Work Skill Routing Configure is published under the Apache-2.0 licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.

How many tokens does Service Omni Work Skill Routing Configure use?

About 1.6k tokens (SKILL.md is roughly 6.3k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full. Its references folder adds about 741 tokens, read only when the agent opens those files.

What are the alternatives to Service Omni Work Skill Routing Configure?

Skills that share tags, products or a category with Service Omni Work Skill Routing Configure: Agent Builder (shareAI-lab/learn-claude-code, 78k stars), Paperclip Create Agent (paperclipai/paperclip, 100k stars), Senior Prompt Engineer (maslennikov-ig/claude-code-orchestrator-kit, 260 stars) and Create Agent (gnekt/My-Brain-Is-Full-Crew, 3.9k stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.

Who maintains Service Omni Work Skill Routing Configure?

forcedotcom (a GitHub organization) maintains it in forcedotcom/sf-skills, which has 1,067 GitHub stars. The repository holds 252 skills in this directory. The repository was last updated on October 9, 2026.

Source: forcedotcom/sf-skills on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.