Extend the Universal Work Object

You'll extend the universal work object by adding a custom field. This task is needed so you can differentiate ODA routing from the live agent routing.

1. Sign in as an administrator.

2. Click Navigator > Configuration > Sandboxes. You can either create a new sandbox, or use an existing one and set it to active.

   For information about sandboxes, refer to Overview of Sandboxes.

3. Under Configuration, choose Application Composer.
4. In the explorer, expand Standard Objects, then expand the Universal Work Object.
5. Click Fields, then click the Create a custom field icon.

   For this example, we're going to use Escalation level.

6. Select Number for Field Type, and click OK.
7. On the Create Number Field work area, enter Escalation Level in the Display Label field, and then click Save and Close.
8. Click the drop-down list for your sandbox name, and choose Publish.

   After you've created the new customer attribute on the Universal Work Object, and published the sandbox, you then expose the new object using the the Manage Service Assignment Objects task.

9. Select Setup and Maintenance from the Settings and Actions menu, and select the following:

   • Offering: Service
   • Functional Area: Communication Channels
   • Task: (select All Tasks from the Show menu) Manage Service Assignments Objects
10. Select the Any object to extend.

    This is the Universal Work Object.

11. In the Details area, click the Attributes tab.
12. Click the Add Row (+) icon.
13. Click the View Object Attributes drop-down list and select the custom field you created in the previous steps (Escalation Level (EscalationLevel_c).
14. Click Save and Publish.