Individual skill

service-omni-skills-based-routing-configure

Use to make agents routable by Omni skills-based routing: ensure an Omni Skill exists, then assign it to each active agent through the classic Omni-Channel SkillUser junction. Idempotent — existing skills and user bindings are reused, and only missing bindings are created. Works on Service Cloud orgs without requiring Field Service. Triggers: set up skills-based routing agents, assign Omni skills to agents, make agents skill-routable, create an Omni skill and bind users, repair missing agent skill assignments. Do not use to author WorkSkillRouting rules, create agent users, or configure queues.

skills/service-omni-skills-based-routing-configure/SKILL.md

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Last checked: Nov 4, 2026

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Repository stars (not skill ratings): 1,151
Repository last updated: Nov 6, 2026
License: Apache-2.0

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SKILL.mdcore · 5,207 bytes
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scripts/tests/_bootstrap.pyruns · 5,646 bytes
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# service-omni-skills-based-routing-configure

Make agents routable by Omni **skills-based routing (SBR)**. A routable agent needs the **Skill** and a **SkillUser** junction assigning that skill to the agent's user. `SkillUser` is the classic Omni-Channel model written by Setup > Skills > Assign Users and evaluated when work has skill requirements. This skill ensures both, idempotently, for one skill across a set of active agent users.

`ServiceResource` and `ServiceResourceSkill` are the Field Service skill model. On a plain Service Cloud org, `ServiceResource.IsActive` is not writable or queryable, so a newly created resource remains inactive and the junction is rejected. This skill therefore uses the supported, license-appropriate `SkillUser` path.

## Inputs

```bash
bash scripts/configure-and-report.sh <org-alias> <skill_developer_name> [agent_members_csv] [skill_master_label]
```

- `org-alias` (required).
- `skill_developer_name` (required). The Omni `Skill` DeveloperName to ensure and bind (e.g. `Omni_Demo_Voice`).