Configure Skills Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Manage skill data in a central location for customer service agents and work items.

    Vorbereitungen

    Role required: admin

    Warum und wann dieser Vorgang ausgeführt wird

    To configure skills management, use the Customer Service guided setup. The guided setup takes you through the entire setup and configuration process.

    Prozedur

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Skills Management category, view the list of tasks to configure the feature.
      Tabelle : 1. Skills Management configuration tasks
      Task Description
      Manage skills Organize skills data of agents and work items in a centralized location.
      Assign skills to work items Create rules to identify skills and automatically associate them with work items.
      Assign skills to customer service agents Identify skills each agent has to work on tasks and assign it to the agent.