Import skills to assign the right agent to the customer interaction so that customer inquiries can be handled efficiently.
Antes de Iniciar
Role required: admin
Procedimento
-
Navigate to
Figura 1. Admin console skills import
-
Select a contact center provider to import skills from.
-
Import all skills or select individual skills to import.
-
Fetch all skills or search for specific skills from the selected provider
-
Tap Import selected if imported selected skills.
-
Review list of skills to confirm successful import.
Nota: Newly imported skills and skills that previously existed in your ServiceNow® instance are shown in two separate lists on the confirmation page.