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 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).
• agent_members_csv (optional). Comma-separated agents to make skill-routable — each token a Username (…@…) or a 15/18-char User Id (005…). May also be supplied via AGENT_MEMBERS_CSV. When omitted, the skill blocks (it will not guess which agents to skill).
• skill_master_label (optional). MasterLabel used only when the skill must be created; defaults to a title-cased form of the DeveloperName.

Preconditions and safety