sf-service-contact-center-config

name	sf-service-contact-center-config
description	Contact center and digital channel configuration for Service Cloud. Use when planning Voice, Messaging, Embedded Service, CTI, and channel-object metadata deployment with CLI runbooks.
disable-model-invocation	true

Service Cloud Contact Center Config APIs

Use This Skill When

• You are setting up Service Cloud Voice, messaging channels, embedded service, or CTI integrations.
• You need a deploy plan for CallCenter, ContactCenter, ConversationVendorInfo, and messaging metadata.
• You need to align channel configuration with case linkage and routing behavior.

Core Workflow

1. Map channel footprint
   • Identify voice, web messaging, SMS/WhatsApp, and social channel requirements.
2. Package contact center metadata
   • Group deploy units for CallCenter, ContactCenter, MessagingChannel, ConversationChannelDefinition, and ChannelObjectLinkingRule.
3. Include embedded service surface
   • Add EmbeddedServiceConfig, EmbeddedServiceBranding, and EmbeddedServiceMenuSettings.
4. Map object extensibility
   • Include object-level metadata updates for VoiceCall and MessagingSession where custom fields are required.
5. Validate operational readiness
   • Confirm channel activation, object linking, routing path, and transcript/session visibility.

Deliverables

• Contact center metadata deployment map.
• Channel-to-object linkage plan with dependencies.
• Ordered CLI command sequence and verification steps.
• Risk list for external vendor and channel activation dependencies.