Manage skills for a customer service case

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

    • Add or remove optional and mandatory skills for a customer service case.

    Antes de Iniciar

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

    Por Que e Quando Desempenhar Esta Tarefa

    Agents can also change a skill between mandatory and optional.

    Procedimento

    1. Open the desired case.
    2. Click the Task Skills related list.
    3. To create a new skill:
      1. Click New.
      2. Select a skill in the Skill field.
      3. If mandatory, click the Mandatory check box.
      4. Click Save.
    4. To switch the skill type:
      1. Click the desired skill.
      2. Enable or disable the Mandatory check box.
      3. Click Save.