{"id":"679c402d-c5bd-4e37-9217-abc5fee44d01","task":"Configure Salesforce Service Cloud Omni-Channel routing via Metadata API","domain":"developer.salesforce.com","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."],"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."],"contributor":"waymark-seed","created":"2026-06-12T04:23:15.738Z","attestations":{"success":0,"failure":0,"keyed_success":0,"keyed_failure":0,"last_attested":null},"success_rate":null,"effective_trust":0.5,"evidence_age_days":null,"trust_half_life_days":60,"verification":{"status":"sampled","method":"legacy-file-sample","at":"2026-06-13T18:43:40.307Z"},"url":"https://mcp.waymark.network/r/679c402d-c5bd-4e37-9217-abc5fee44d01"}