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WorkSkillRoutingAttribute

Represents a setup object that stores metadata related to the routing assignments between object field values and skills. Field values are used to route a work item to an agent who has the skills necessary to take the work. Available in API version 46.0 and later.

Supported SOAP Calls

create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert()

Supported REST HTTP Methods

DELETE, GET, PATCH, POST

Limitations

SOQL Limitations

SOSL Limitations

Fields

Field	Details
Field	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The field corresponding to the field values that the skill is mapped to. Skills-Based Routing Rules support fields of type picklist, lookup, and checkbox. For example, Case Reason, Case Type, and Escalated. To see the complete list of valid values representing supported fields, see the Tooling API WSDL.
IsAdditionalSkill	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description In skills-based routing, you can set some skills to `additional`. After a designated timeout period, a skill marked as `additional` is dropped from Omni-Channel routing. The case is then routed to the best-matched agent, even if the agent doesn’t have all the skills.
RelatedEntity	Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The type of object being routed. Valid values are: `Case` `ContactRequest` `Lead` `Order` `SocialPost` `Custom`
SkillLevel	Type double Properties Create, Defaulted on create, Filter, Nillable, Sort, Update Description Level of the skill required. This value can range from 0 to 10.
SkillPriority	Type int Properties Create, Filter, Group, Nillable, Sort, Update Description 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 skills-based routing rules or Apex code. Available in API version 49.0 and later.
Value	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The field value that is mapped to the selected skill.
WorkSkillRoutingId	Type reference Properties Create, Filter, Group, Sort Description The ID of the WorkSkillRouting object with which this field value is associated.

Tooling API

WorkSkillRoutingAttribute

Supported SOAP Calls

Supported REST HTTP Methods

Limitations

Fields