Review the skills required to migrate from Open CTI to a supported voice solution from
Salesforce, and determine whether you need a level 1 admin, level 2 admin, or
developer.
Most of the Omni-Channel flow work involved in a migration can be completed by a Salesforce
admin with Flow Builder experience.
| Skill Profile |
Requirements |
Required If You Want Your Flow To |
Training |
|
Level 1: Salesforce Admin
Covers 80% of the Omni flow work in a migration.
|
Familiar with:
- Flow Builder
- SOQL filter syntax in Get Records elements
- Resource types: Variables, constants, formulas, and collections
- Decision elements with multiple outcomes
- Loop and Assignment elements for collection processing
- Standard Service objects such as VoiceCall and MessagingSession
- Omni-Channel concepts such as service channels
|
- Look up a Contact/Account/Case by phone number
- Make a decision based on field values
- Screen pop a record or open a new record
- Route to a specific queue or skill set
- Create a Task with mapped fields
- Update a related record
|
Recommended certifications:
- Salesforce Certified Administrator
- Salesforce Certified Service Cloud Consultant
- Salesforce Certified Platform App Builder
Tip: Complete the Build Flows with Flow Builder trail in
Trailhead.
|
|
Level 2: Senior Salesforce Admin/Junior Developer
Covers 15% of the Omni flow work in a migration.
|
Familiar with:
- Level 1 concepts
- Reading Apex: Understand the signatures of Apex actions that you invoke
- Flow debug logs
- Test coverage requirements for Apex actions
- Platform events and Change Data Capture concepts
- Light JSON manipulation in formulas
|
- Call a pre-existing Apex utility
- Read a JSON blob in AdditionalFields
- Publish a Platform Event from the flow
- Use an existing sub-flow
|
Recommended certifications:
- Level 1 recommended certifications
- Salesforce Certified Advanced Administrator
- Salesforce Certified Sharing & Visibility Architect
|
|
Level 3: Salesforce Developer
Covers 5% of the Omni flow work in a migration.
|
Familiar with:
- Apex classes, triggers, batch, and queues
- LWC for Voice extensions
- Tooling and Metadata APIs
- Salesforce DX, scratch orgs, SF CLI
- Deployment and CI/CD: Copado, Gearset, or similar
lightning__ServiceCloudVoiceToolkitApi capability
|
- Write new Apex
- Make HTTP callouts to your telephony backend or third-party CRM
- Build a Voice Extension LWC for custom UI
- Implement custom recursion or advanced calculations Flow can't express
|
Recommended certifications:
- Salesforce Certified Platform Developer I
- Salesforce Certified Platform Developer II
- Salesforce Certified Application Architect or System Architect
|
