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service-omni-work-skill-routing-configure

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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.

plugins/builder/service-omni/skills/service-omni-work-skill-routing-configure/SKILL.md

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Nov 6, 2026
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Apache-2.0

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# 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`).