---
schema_version: "1"
id: 7f4dfac1a60c75dc4c5862ff9267470236ceed1fe589ad0765f216f10c2a82d2
title: Requirements for Building Salesforce Voice Omni-Channel Flows
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_migrate_flow_reqs.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_migrate_flow_reqs.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 95ee56bbbdfaffd174a76bd04c6979b1507d3cd45d047377c3a6b3fa7e4b7d24
description: 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.
products:
  - Service Cloud
release: "264"
---
# Requirements for Building Salesforce Voice Omni-Channel Flows

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e45">Skill Profile</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e48">Requirements</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e51">Required If You Want Your Flow To</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d22319e54">Training</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 ">
              <p><strong>Level 1: Salesforce Admin</strong>
              </p>
              <p style="margin-bottom:0;">Covers 80% of the Omni flow work in a migration.</p>
            </td>

            <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 ">
              <p>Familiar with:</p>
              <ul>
                <li>Flow Builder</li>

                <li>SOQL filter syntax in Get Records elements</li>

                <li>Resource types: Variables, constants, formulas, and collections</li>

                <li>Decision elements with multiple outcomes</li>

                <li>Loop and Assignment elements for collection processing</li>

                <li>Standard Service objects such as VoiceCall and MessagingSession</li>

                <li>Omni-Channel concepts such as service channels</li>

              </ul>
            </td>

            <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 ">
              <ul>
                <li>Look up a Contact/Account/Case by phone number</li>

                <li>Make a decision based on field values</li>

                <li>Screen pop a record or open a new record</li>

                <li>Route to a specific queue or skill set</li>

                <li>Create a Task with mapped fields</li>

                <li>Update a related record</li>

              </ul>
            </td>

            <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 ">
              <p>Recommended certifications:</p>
              <ul>
                <li>Salesforce Certified Administrator</li>

                <li>Salesforce Certified Service Cloud Consultant</li>

                <li>Salesforce Certified Platform App Builder</li>

              </ul>
              <p style="margin-bottom:0;">Tip: Complete the <a href="https://trailhead.salesforce.com/content/learn/trails/build-flows-with-flow-builder" target="_blank">Build Flows with Flow Builder</a> trail in
                Trailhead.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 ">
              <p><strong>Level 2: Senior Salesforce Admin/Junior Developer</strong>
              </p>
              <p style="margin-bottom:0;">Covers 15% of the Omni flow work in a migration.</p>
            </td>

            <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 ">
              <p>Familiar with:</p>
              <ul>
                <li>Level 1 concepts</li>

                <li>Reading Apex: Understand the signatures of Apex actions that you invoke</li>

                <li>Flow debug logs</li>

                <li>Test coverage requirements for Apex actions</li>

                <li>Platform events and Change Data Capture concepts</li>

                <li>Light JSON manipulation in formulas</li>

              </ul>
            </td>

            <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 ">
              <ul>
                <li>Call a pre-existing Apex utility</li>

                <li>Read a JSON blob in AdditionalFields</li>

                <li>Publish a Platform Event from the flow</li>

                <li>Use an existing sub-flow</li>

              </ul>
            </td>

            <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 ">
              <p>Recommended certifications:</p>
              <ul>
                <li>Level 1 recommended certifications</li>

                <li>Salesforce Certified Advanced Administrator</li>

                <li>Salesforce Certified Sharing &amp; Visibility Architect</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Skill Profile" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e45 ">
              <p><strong>Level 3: Salesforce Developer</strong>
              </p>
              <p style="margin-bottom:0;">Covers 5% of the Omni flow work in a migration.</p>
            </td>

            <td data-label="Requirements" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e48 ">
              <p>Familiar with:</p>
              <ul>
                <li>Apex classes, triggers, batch, and queues</li>

                <li>LWC for Voice extensions</li>

                <li>Tooling and Metadata APIs</li>

                <li>Salesforce DX, scratch orgs, SF CLI</li>

                <li>Deployment and CI/CD: Copado, Gearset, or similar</li>

                <li><code>lightning__ServiceCloudVoiceToolkitApi</code> capability</li>

              </ul>
            </td>

            <td data-label="Required If You Want Your Flow To" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e51 ">
              <ul>
                <li>Write new Apex</li>

                <li>Make HTTP callouts to your telephony backend or third-party CRM</li>

                <li>Build a Voice Extension LWC for custom UI</li>

                <li>Implement custom recursion or advanced calculations Flow can't express</li>

              </ul>
            </td>

            <td data-label="Training" class="slds-cell-wrap" style="vertical-align:top;" headers="d22319e54 ">
              <p>Recommended certifications:</p>
              <ul>
                <li>Salesforce Certified Platform Developer I</li>

                <li>Salesforce Certified Platform Developer II</li>

                <li>Salesforce Certified Application Architect or System Architect</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note If an admin has only built basic process automation in Flow Builder, they may find it challenging to work with Omni-Channel routing flows and record-triggered flows on system objects. Allow several weeks of learning time for admins to familiarize themselves with these tools and concepts.