Configure Skills Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

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

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

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

    Procedimento

    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.
      Tabela 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.