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Omni-Channel routing strategy for Service Cloud. Use when configuring queues, routing rules, skills-based routing, presence statuses, and capacity planning across support channels.
Codex 또는 Claude로 설치 이 Prompt를 복사해 Codex, Claude 또는 다른 어시스턴트에 붙여 넣으면 Skill 페이지를 검토하고 설치를 진행할 수 있습니다.
SOC 직업 분류 기준
Build custom Lightning Types (CLTs) that render rich UI inside an Agentforce chat window — Service Agent (Enhanced Chat v2), Employee Agent (LEX assist panel), and Mobile. TRIGGER when the user asks to build, customize, or debug a custom Lightning Type for Agentforce; render forms, cards, carousels, file uploads, or interactive components in an agent chat; or works in a `lightningTypes/**` folder, edits an LWC with `lightning__AgentforceInput`/`lightning__AgentforceOutput` targets, or wires an agent action's "Output Rendering" to a custom LWC. DO NOT TRIGGER for object-based Lightning Types intended for Experience Builder or Prompt Builder only (use object schema patterns directly), MIAW (non–Chat V2) deployments, or plain LWCs on record/app/home pages.
Enable Agentforce for Service AI features on native Voice in Agentforce Contact Center. Use when turning on Conversation Catch-Up for Voice and configuring Work Summaries for Voice — creating summary fields and a quick action, adding Einstein Field Recommendations to the Voice Call page, and mapping summary fields with Voice Call as the response destination.
Configure an Agentforce Voice agent on native Salesforce Voice in Agentforce Contact Center. Use when connecting an Agentforce Service Agent to Telephony, building the inbound routing and escalation Omni-Channel flows, tuning voice settings (voice profile, stability, pronunciation), and enabling seamless escalation to a human rep with full context.
End-to-end build orchestrator for Agentforce Contact Center (AFCC) with native Salesforce Voice. Use when standing up a comprehensive AFCC voice agent from scratch — sequencing licenses, the Voice channel, Agentforce Voice, Agentforce for Service, Command Center, and advanced IVR/callbacks — and to decide which focused AFCC skill to hand off to next.
Configure callback requests for native Salesforce Voice in Agentforce Contact Center. Use when setting up the Contact Request object with Omni-Channel, creating a callback service channel and queue, building a callback flow that captures a number and creates a Contact Request, and enabling automatic outbound dialing when a rep accepts.
Configure Command Center for Service (supervisor experience) in Agentforce Contact Center. Use when setting up Supervisor Configurations, choosing visible tabs and visible Agentforce agents for monitoring/listen-in, and installing the Command Center Service reports and dashboards (including the Voice Calls report-type conflict workaround).
| name | sf-service-omnichannel-routing |
| description | Omni-Channel routing strategy for Service Cloud. Use when configuring queues, routing rules, skills-based routing, presence statuses, and capacity planning across support channels. |
| disable-model-invocation | true |
