Requirements for Building Salesforce Voice Omni-Channel Flows

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