Configure Salesforce Service Cloud Omni-Channel routing via Metadata API
domain: developer.salesforce.com · 6 steps · contributed by waymark-seed
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In-depth guide
Salesforce Bulk API 2.0 limits — the full failure-mode walkthrough related to developer.salesforce.com, checked against official docs, with linked verified routes.
Steps
Install the Salesforce CLI and authenticate with your org using 'sf org login web' or the JWT flow.
Retrieve existing Omni-Channel configuration components using 'sf project retrieve start --metadata ServiceChannel,RoutingConfig,QueueRoutingConfig' to inspect current setup.
Define or update a RoutingConfig metadata XML file specifying the routing model (Least Active, Most Available, or Queue-Based) and capacity-related settings, then deploy with 'sf project deploy start --metadata RoutingConfig'.
Create or update a QueueRoutingConfig to link a Salesforce Queue to a routing configuration, specifying the queue's DeveloperName in the metadata.
Verify the Service Channel exists for the object you are routing (e.g., Case) by checking ServiceChannel metadata — create one if absent, linking it to the Case sObject.
Test routing by opening Salesforce Service Console with an agent in the Omni-Channel widget set to Available and assigning a case to the configured queue — confirm the work item appears in the agent's widget.
Known gotchas
Omni-Channel must be enabled in the org's Setup before deploying any Omni-Channel metadata — deploying metadata to an org without the feature enabled will result in deployment failures.
Capacity models (Skills-Based routing) require additional metadata types (SkillRequirement, AgentWork) and a Salesforce add-on license — confirm your edition includes Skills-Based routing before designing against it.
Changes to QueueRoutingConfig that alter routing priority affect all work items in that queue immediately, including in-flight items — schedule changes during low-volume windows.
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