Salesforce Omni-Channel Skill-Based Routing using Apex | Step-by-Step Real-Time Tutorial

#salesforce #omnichannel #salesforceapex #apex #salesforcedevelopers #salesforceadmin #agentforce #servicecloud #salesforcetutorials Welcome to the Ask Salesforce channel! 🚀 Learn Salesforce Omni-Channel Skill-Based Routing using Apex | Complete Step-by-Step Tutorial Are you still assigning Cases manually in Salesforce? In this video, you'll learn how to automate Case assignment using Skill-Based Routing with Apex in Salesforce Omni-Channel. 📌 What You'll Learn ✅ What is Skill-Based Routing in Salesforce? ✅ How Omni-Channel Skill-Based Routing works ✅ Skills, Service Resources, and Skill Requirements ✅ Pending Service Routing (PSR) ✅ Creating Skill Requirements using Apex ✅ Creating Pending Service Routing records using Apex ✅ End-to-End Skill-Based Routing Architecture ✅ Real-Time Demo ✅ Best Practices and Common Mistakes This tutorial is designed in simple English so beginners can easily follow along while still providing valuable insights for experienced Salesforce professionals. "APEX CLASS FOR SKILL BASED ROUTING" YOUTUBE DESCRIPTION BOX DOESN'T ALLOW ANGULAR BRACES. SO LIST IS DEFINED LIKE LIST[SKILL] PLEASE REPLACE [ TO LESS THAN SYMBOL, AND ] TO GREAT THAN SYMBOL AFTER YOU COPY THE CLASS. public class SkillBasedRoutingDemoClass { @InvocableMethod(label='Create PSR and Skill Requirements from Subject') public static void routeCases(List[CaseWrapper] inputs) { if (inputs == null || inputs.isEmpty()) { return; } List[Skill] allSkills = [ SELECT Id, MasterLabel FROM Skill WHERE MasterLabel != null ]; List[PendingServiceRouting] psrList = new List[PendingServiceRouting](); for (CaseWrapper wrap : inputs) { PendingServiceRouting psr = new PendingServiceRouting(); psr.WorkItemId = wrap.caseId; psr.ServiceChannelId = wrap.serviceChannelId; psr.RoutingType = 'SkillsBased'; psr.RoutingModel = 'MostAvailable'; psr.RoutingPriority = 1; psr.CapacityWeight = 1; psr.IsReadyForRouting = false; psrList.add(psr); } insert psrList; List[SkillRequirement] skillReqList = new List[SkillRequirement](); Set[Id] psrIdsWithSkills = new Set[Id](); for (Integer i = 0; i (LESS THAN) inputs.size(); i++) { CaseWrapper wrap = inputs[i]; PendingServiceRouting psr = psrList[i]; if (String.isBlank(wrap.subject)) { continue; } String subjectText = wrap.subject.toLowerCase(); for (Skill skillRec : allSkills) { if (String.isNotBlank(skillRec.MasterLabel) && subjectText.contains(skillRec.MasterLabel.toLowerCase())) { SkillRequirement req = new SkillRequirement(); req.RelatedRecordId = psr.Id; req.SkillId = skillRec.Id; req.SkillLevel = wrap.skillLevel == null ? 5 : wrap.skillLevel; skillReqList.add(req); psrIdsWithSkills.add(psr.Id); } } } if (!skillReqList.isEmpty()) { insert skillReqList; } List[PendingServiceRouting] psrToUpdate = new List[PendingServiceRouting](); for (PendingServiceRouting psr : psrList) { if (psrIdsWithSkills.contains(psr.Id)) { psrToUpdate.add(new PendingServiceRouting( Id = psr.Id, IsReadyForRouting = true )); } } if (!psrToUpdate.isEmpty()) { update psrToUpdate; } } public class CaseWrapper { @InvocableVariable(required=true) public Id caseId; @InvocableVariable(required=true) public String subject; @InvocableVariable(required=true) public Id serviceChannelId; @InvocableVariable public Integer skillLevel; } } ++++++++++++++++++++++++++++++++++++ LinkedIn Profile:   / shubham-kanse   Ask Salesforce LinkedIn Group:   / 19517016   ++++++++++++++++++++++++++++++++++++ 📺 Related Video:    • Salesforce Omni-Channel Setup & Queue-Base...   ++++++++++++++++++++++++++++++++++++ 📺 Playlist:    • Salesforce Agentforce Full Course      • Salesforce Flow Series      • Salesforce Setup & Configuration      • Salesforce Admin Tips & Tricks      • Agentforce Shorts   ++++++++++++++++++++++++++++++++++++