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Found 6 Skills
Top-level orchestrator for setting up IT Service Management (ITSM) in Salesforce Service Cloud. Use when the user asks to set up ITSM, configure service management, enable ITSM capabilities, wants a guided walkthrough, or asks what is needed to get ITSM running. Presents a multi-select track menu and delegates to domain sub-orchestrators — Incident Management, Agentforce for ITSM (Studio + Fulfiller), CMDB, and Microsoft Teams (IT Desk / IT Service / Swarming). Any prerequisites (such as the Incident Management master switch for Track 1) are owned and enforced inside the relevant sub-orchestrator, not at this level. Triggers on: set up ITSM, configure service management, ITSM setup, get ITSM running, walkthrough, set up CMDB / Teams / Agentforce for ITSM. DO NOT TRIGGER when: the user asks about a specific feature directly (e.g., the priority matrix alone), asks only about Case management, wants to create a single user, or asks general ITSM questions without setup intent.
Use to deploy an Omni PresenceUserConfig (presence configuration) as one whole-record Metadata write with the decline/ACW fields set consistently: Auto-Accept off, Decline on, Decline Reason on (with a PresenceDeclineReason deployed in the same package), and an After-Conversation-Work wrap-up timer. Agents are assigned by username. Idempotent via the Metadata API files[].state signal. Triggers: create presence configuration, enable decline + decline reason + ACW wrap-up timer for agents, assign presence config to users. Do not use for ServicePresenceStatus (separate skill), for permission-set access to statuses, or to set the channel-level ACW timer on a ServiceChannel.
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.
Use to deploy an Omni-Channel routing Flow for Case or VoiceCall and verify it routes work items to a queue or by skill. Supports the Case and VoiceCall steel thread with an autolaunched dryRun-gated variant and record-triggered QueueBased and SkillsBased variants. --trigger deploys a record-triggered variant; --routing-type SkillsBased evaluates WorkSkillRouting rules with a non-null skillOption; --runtime-proof checks routing evidence and, for SkillsBased, SkillRequirement rows. Triggers: deploy Omni routing flow for Case, deploy Omni routing flow for VoiceCall, wire VoiceCall routing, create a record-triggered Omni routing flow, verify a Case routing flow, deploy skills-based routing flow. Do not use for screen flows, platform-event-triggered flows, or Flow Tests.
Assign the required Omni permission sets to provisioned agent users. TRIGGER when users ask to assign Omni permissions to agents, grant Omni-Channel access, add Omni_Agent permissions, repair missing Omni permission assignments, or prepare agents to use the Omni widget. DO NOT TRIGGER for arbitrary permission-set authoring, agent creation, or queue membership.
Use to analyze whether an org should use Command Center for Service V2 or classic Omni Supervisor and recommend the next action without making changes. Triggers: detect Command Center V2 versus classic, check supervisor readiness, choose a supervisor experience, diagnose Command Center availability, assess Omni Supervisor setup. Do not use to enable V2, assign permissions, or deploy configuration.