---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Manage skills

# Manage skills using Workforce Optimization for Field Service {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

Add or update skills for an agent. You can approve predicted skills if the skill is
necessary for the agent to complete assigned tasks. You can also reject a skill if it
doesn't apply to the agent.

## Vorbereitungen

Role required: admin

## Warum und wann dieser Vorgang ausgeführt wird

The Predictive Intelligence application for skills displays the recommended
skills on each agent's profile. The application uses sample cases that the agent has
worked on to recommend skills for an agent.

You can view skills for all users grouped by assignment group and the overall skill
coverage for each group.

## Prozedur

1. Navigate to WorkspacesManager Workspace.
2. Click the Coaching (![Coaching icon.]()) icon.
3. Click the Skills tab.  
   You can view the list of all assigned skills and the skill level for each agent on your team. For more information on skills and skills levels, see [Skills
   Management](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

   You can also filter the
   skill matrix based on users, groups, skill type, skill level, or skill
   category. Reset the filter if you want to view the skills for all
   users.
4. Add a skill or skill level.

   | To | Do this |
   | Add a skill | 1. In the skill matrix, click Add for the skill that you want to add to the agent. 2. Select the Skill Level field and choose a level for the skill. 3. Click OK. {#manage-skills-wfo-fsm__ol_gv5_fhx_nlb}The skill gets automatically added to the agent. |
   | Update a skill level | 1. In the skill matrix, select a skill level for an agent. 2. Select the skill level that you want to add for the agent. 3. Click OK. {#manage-skills-wfo-fsm__ol_ldn_3hx_nlb} |
   |-|-|

   {#manage-skills-wfo-fsm__choicetable_ufk_1hx_nlb}
5. Approve or reject a skill that is recommended by Predictive Intelligence.  
   1. In the skill matrix, click Recommended to approve and recommend a skill for the user.
   2. In the Details tab, review the request for skill approval, the sample case resolutions that were used to predict the skill, and the activity stream.

   {#manage-skills-wfo-fsm__ol_snz_4lh_dlb}
   * To approve a skill, click Approve. The skill is added to the agent and the lowest level for the skill is automatically associated with the added skill. The state for the request changes to Approved and the skill is added to the agent.
   * To reject a skill, click Reject. The state for the request changes to Rejected. Predictive Intelligence does not recommend the skill for the user again and the field changes to Add.
   * Click the More Options (![More options icon.]()) icon and select Save.
   {#manage-skills-wfo-fsm__ul_lqd_nv4_mlb}  
   The application assigns the skill to the user. If the assigned skill does not have a skill level, the application adds the basic skill level to the user.
{#manage-skills-wfo-fsm__steps_z4h_g3v_cwb}