--- schema_version: "1" id: 7f7bda31b3091c7b48e1e5a19d9e45d45540721c6fbf3ee37ec8c43d7d50f481 title: ServiceChannel collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/object_reference/sforce_api_objects_servicechannel.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_servicechannel.htm source_site: developer.salesforce.com content_type: documentation content_hash: d6a7bbe439aa47c9291e938d46d8656cabefeb056574e7fcc12baaf2f17688ea description: Represents a channel of work items that are received from your organization—for example, cases, chats, or leads. This object is available in API version 32.0 and later. --- # ServiceChannel Represents a channel of work items that are received from your organization—for example, cases, chats, or leads. This object is available in API version 32.0 and later. ## Supported Calls create(), delete(), describeSObjects(), query(), retrieve(), update(), upsert() ## Special Access Rules To access this object, [Omni-Channel](https://help.salesforce.com/articleView?id=omnichannel_intro.htm&type=5&language=en_US) must be enabled. As of Spring ’20 and later, only authenticated internal and external users can access this object. ## Fields | Field | Details | | --- | --- | | AcwExtensionDuration | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The maximum length of time, measured in seconds, an agent can spend on After Conversation Work (ACW) each time they extend the timer. You must set this field if HasAcwExtensionEnabled is set to true. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice. | | AfterConvoWorkMaxTime | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The maximum length of time, measured in seconds, an agent has to complete After Conversation Work (ACW). You must set this field if HasAfterConvoWorkTimer is set to true. Specify a value from 10 through 3600. Available only for service channels of type Messaging or Voice. For service channels of type Voice, this field is available in API version 52.0 and later. For service channels of type Messaging, this field is available in API version 56.0 and later. | | CapacityModel | Type picklist Properties Create, Filter, Group, Nillable, RestrictedPicklist, Sort, Update Description The method that determines when an agent's capacity for a work item is released. With the Status-Based capacity routing model, work remains assigned and applied to an agent’s capacity until the work is completed or reassigned to a different agent. In contrast, the tab-based capacity model releases an agent’s capacity when a work tab is closed in the service console. Possible values are StatusBased and TabBased. | | CustomSoundId | Type reference Properties Create, Filter, Group, Nillable, Sort, Update Relationship Name CustomSound Relationship Type Lookup Refers To StaticResource Description The ID of the static resource for the custom sound selected to play for the PresenceUserConfig object. | | DeveloperName | Type string Properties Create, Filter, Group, Sort, Update Description The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your org. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores. In managed packages, this field prevents naming conflicts on package installations. With this field, a developer can change the object's name in a managed package and the changes are reflected in a subscriber's organization. When creating large sets of data, always specify a unique DeveloperName for each record. If no DeveloperName is specified, performance slows down while Salesforce generates one for each record. | | DoesCheckCapOnOwnerChange | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description In the Status-Based capacity routing model, when work is reassigned to a specific agent, you can choose to override the capacity check and keep the work assigned to the agent. The default value is false. | | DoesCheckCapOnStatusChange | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description In the Status-Based capacity routing model, when work is reopened, you can choose to override the capacity check keep the work assigned to a specific agent. The default value is false. | | DoesMinimizeWidgetOnAccept | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Automatically minimizes the Omni-Channel widget when an agent accepts work. The default value is false. | | DoesOverridePresenceAudio | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Service channel settings override the audio settings for each agent’s presence configuration. The default value is false. | | HasAcwExtensionEnabled | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description If set to true, agents can extend their After Conversation Work (ACW) time. Available only if HasAfterConvoWorkTimer is set to true. If set to true, you must also set the AcwExtensionDuration and MaxExtensions fields. The default value is false. Available only for service channels of type Messaging or Voice. This field is available in API version 56.0 and later. | | HasAfterConvoWorkTimer | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description If set to true, After Conversation Work (ACW) time can be configured for the channel. If set to true, you must also set the AfterConvoWorkMaxTime field. The default value is false. Available only for service channels of type Messaging or Voice. For service channels of type Voice, this field is available in API version 52.0 and later. For service channels of type messaging, this field is available in API version 56.0 and later. | | HasAutoAcceptEnabled | Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description Work items in a service channel open automatically in the agent’s workspace so that the agent doesn’t have to manually accept them. The default value is false. | | Language | Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The language of the service channel. | | MasterLabel | Type string Properties Create, Filter, Group, Sort, Update Description The label of the service channel. | | MaxExtensions | Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The maximum number of times an agent can extend their After Work Conversation (ACW) time. Specify a value from 1 through 10. You must set this field if HasAcwExtensionEnabled is set to true. Available only for service channels of type Messaging or Voice. This field is available in API version 56.0 and later. | | RelatedEntity | Type picklist Properties Create, Filter, Group, Restricted picklist, Sort, Update Description The type of object that’s associated with this service channel. This field is unique within your organization. | | RoutingConfigurationId | Type reference Properties Create, Filter, Group, Nillable, Sort, Update Relationship Name RoutingConfiguration Refers To QueueRoutingConfig Description The ID of the routing configuration. This field is a relationship field. This field is available in API version 63.0 and later. | | SecRoutingPriorityField | Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The name of the standard field or the id of the custom field that is used for secondary routing priority. This field is unique within your organization. | | SoundLength | Type int Properties Create, Filter, Group, Nillable, Sort, Update Description The length of time that a sound plays when new work is assigned to an agent. | | StatusField | Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The picklist field that you use to track work status in the Status-Based capacity routing model. Use ServiceChannelStatusField to specify the values that indicate completed and in-progress work-item status. |