Use when configuring Communications Cloud for the first time: org setup sequence, permission sets, Enterprise Product Catalog (EPC) service catalog configuration, TM Forum-aligned order decomposition, Account record-type segmentation, and contract lifecycle activation. NOT for generic OmniStudio configuration, Salesforce CPQ (SBQQ), standard B2C/B2B Commerce order management, or non-Communications Industries clouds.

Use this skill when setting up, configuring, or managing Salesforce Lightning Knowledge — including enabling the feature, designing record types on Knowledge__kav, configuring Data Categories for organization and visibility control, setting up publishing workflows, and layering approval processes. Trigger keywords: Lightning Knowledge setup, Knowledge article record types, Data Category visibility, Knowledge publishing workflow, Knowledge__kav configuration. NOT for Knowledge in Experience Cloud (use the experience-cloud-knowledge skill), NOT for Einstein Article Recommendations surfacing (use einstein-article-recommendations skill), NOT for Knowledge search tuning or Apex programmatic article management.

Configuring Salesforce lead management and conversion: lead settings, web-to-lead, conversion field mapping, lead queues, auto-response rules, lead processes. Use when setting up lead capture, routing, or conversion for Sales Cloud. Trigger keywords: web-to-lead, lead conversion, lead field mapping, lead settings, lead process, lead queue, lead auto-response. NOT for lead assignment rule logic (use assignment-rules). NOT for duplicate rule configuration (use data-quality-and-governance).

Use this skill when configuring or troubleshooting Marketing Cloud Connect (MC Connect) — the managed package that links a Salesforce org to a Marketing Cloud account. Covers connector user setup, synchronized data sources, scope configuration, tracking sync, and triggered sends. NOT for MCAE (Marketing Cloud Account Engagement / Pardot) connector setup.

Media Cloud setup for advertising sales management, audience segmentation, campaign management, revenue management, and cross-channel ad products. NOT for Salesforce Marketing Cloud (use marketing-cloud-account-setup). NOT for Data Cloud audience activation (use data-cloud-activation-patterns).

Use this skill to configure Messaging for In-App and Web (MIAW) channels in Salesforce Service Cloud, including Messaging Channel setup, Embedded Service Deployments, CORS/CSP Trusted Sites, Omni-Channel routing via Queue or Flow, pre-chat fields, and Status-Based capacity models. NOT for Agentforce bot configuration, SMS/WhatsApp third-party channel setup, or legacy Live Agent (Snap-ins) implementations.

Use this skill when configuring or troubleshooting the Nonprofit Success Pack Program Management Module (PMM) — a separate managed package for program delivery, cohort setup, service scheduling, service delivery recording, and outcome/attendance tracking for beneficiaries. Trigger keywords: program management module, PMM, Program__c, ProgramEngagement__c, ServiceDelivery__c, cohort setup, bulk service delivery, service schedule, service participant. NOT for NPSP core donor management, gift entry, recurring donations, soft credits, or Health Cloud care programs.

Use this skill when creating or managing queues, configuring queue membership, setting up case or lead queues, creating public groups, or using groups in sharing rules and manual sharing. Trigger keywords: queue, public group, queue membership, queue email, group sharing, case queue, lead queue. NOT for assignment rules that route records to queues automatically (use assignment-rules). NOT for Omni-Channel routing configuration (separate routing engine).

Use this skill when configuring Health Cloud referral management: setting up ClinicalServiceRequest-based referrals, provider search, referral status workflows, and network management. NOT for Sales Cloud referrals, FSC Einstein Referral Scoring, or Public Sector Solutions referral objects.

Scheduled Paths in record-triggered Flow: delayed execution, time-offset from field, batch size tuning, monitoring Paused Flow Interviews, async limits. NOT for Scheduled Flow (use scheduled-flow-patterns). NOT for time-based workflow rules (use migrate-workflow-pb).

Design Invocable Apex actions that return deterministic, agent-friendly errors instead of surfacing raw exceptions to the LLM. NOT for generic Apex exception handling or Flow fault paths.

Use when designing how an Agentforce agent transfers the conversation to a human agent (Omni-Channel), to another bot/agent, or to an alternate workflow — including context package, deflection, escalation triggers, and user messaging. Triggers: 'agent to human handoff', 'agentforce escalate to omni channel', 'agent to agent handoff', 'transfer conversation with context', 'agent deflection fallback'. NOT for topic selector design (see agent-topic-design).

Einstein Search personalization: configure search result ranking, promoted results, searchable objects, and Natural Language Search (NLS) for Lightning Experience. Triggers when users ask about search personalization signals, why search results feel irrelevant, how to enable NLS conversational queries, or how to manage Einstein Search settings in Setup. NOT for SOSL query authoring, Experience Cloud search customization, or Commerce storefront search tuning.