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Inserting, updating, and assigning Live Agent Skills via the Data Loader

Knowledge Article Number 000205613
Description Managing Live Agent Skill user assignments may not be scalable through the user interface.  Below is an overview of how to create, query, and assign Live Agent Skills to users via the API and Data Loader to mass update skills and their user assignments.
Resolution Working with Live Agent Skills via the API:
  • If Live Agent Skills have already been created in Salesforce you can run an export against the "Skill (Skill)" object via the Data Loader for a list of all existing skills.
  • If Skills have not been created you can insert Live Agent skills by selecting the "Skill (Skill)" object via the Data Loader. For an insert file template run an export against the "Skill (Skill)" object or manually create a csv file with columns titled, "DeveloperName", "Language", and "MasterLabel".  See the SOAP API Developer's Guide - Skills documentation for the appropriate format of the data in these columns/fields.
Once you have exported, updated, or inserted all of the desired Live Agent Skills you can prepare your insert file for the "Skill User (SkillUser)" object to associate users to your Live Agent Skills. 

Working with Live Agent Skill's User assignments via the API:
  • If users are already assigned to skills you can generate a list of existing User assignments by exporting against the "Skill User (SkillUser)" object via the Data Loader. 
  • If user's aren't already assigned to Live Agent skills you can run an export against the "Skill User (SkillUser)" object to create an insert template or manually create a csv file with columns titled, "SkillId" and "UserId" where SkillId is the Id of the Live Agent Skill(s) you exported, updated and/or inserted from the "Working with Live Agent Skills" section above and UserId is the Id of the User(s) that you want to assign to that particular Skill. 
Once your file containing all of the skill assignments you desire for each user is prepared, perform an insert operation to the "Skill User (SkillUser)" object via the Data Loader.

If you're assigning a user to multiple skills your "Skill User (SkillUser)" insert file will need to contain an individual row for each unique skill your assigning to that user.  Note, it is not possible to update existing Live Agent Skill User assignments from one skill to another via the API however, it is possible to delete preexisting assignments that are no longer applicable to then insert new ones.




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