---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Setting up skill prediction in Workforce Optimization for Customer Service

# Setting up skill prediction in Workforce Optimization for Customer Service {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Collect skill data based on skills agents have used for case resolution. Use
supervised learning to recommend these skills for agents to resolve similar open case. You
can also find patterns in how skills are used for case resolution and use unsupervised
learning to recommend skills for agents.

## Antes de Iniciar

Set up skills. For more information, see [Skills Management](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

Predictive Intelligence must be set up and configured on your instance to train the models. For more information, see [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
Activate the Skill Recommendation application plugin (com.snc.sre) to use predictive intelligence for recommending skills.

Role required:
sn_sre.admin

## Procedimento

1. Configure the [properties
   for the Skill Recommendation application](https://servicenow-prod.fluidtopics.net/NeOL9XOi_D65ao3ij1cJKw "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.").
2. Run the solution definition models such as Recommend similar skills for cases or Recommend skills from similar cases to train the supervised and unsupervised solutions.  
   For more information on training a solution, refer to [Create and train a similarity solution](https://www.servicenow.com/docs/access?context=create-similarity-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
3. Run the Start skill prediction scheduled job everyday to start predicting skills for cases or agents.  
   This scheduled job is inactive by default. When you activate it, the job runs daily at 1:00 AM on all cases resolved the previous day. The job then adds the skills to the User Predicted Skill \[sn_sre_user_predicted_skill\] table and Task Predicted Skill \[sn_sre_task_predicted_skill\] table.  
   Nota:  
   Recommended skills will start appearing once the number of records in \[sn_sre_task_predicted_skill\] table exceeds the value defined in the \[sn_sre.user_predicted_skill_threshold\] [Components installed with Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/NeOL9XOi_D65ao3ij1cJKw "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.").
{#setting-up-skill-prediction-configurable-cs__steps_uzt_z3q_dlb}

## Use extension points for skill prediction {#ariaid-title2}

Use scripted extension points to customize skill prediction for tasks.

### Antes de Iniciar

Role required: admin

### Por Que e Quando Desempenhar Esta Tarefa

You can create multiple implementations for each extension point and provide an order
number for each implementation. The implementation that has the lowest order number
is executed.

Note that the Skill Recommendation extension point is included with the Skill
Recommendation (com.snc.sre) plugin.

### Procedimento

1. Navigate to AllSystem Extension PointsClient Extension Points.
2. From the Extension Points list, select Skill Recommendation (sn_sre.SkillPredictionAPI).
3. Either create a new skill recommendation implementation or modify an existing one.  
   * To create a new skill recommendation implementation, click Create Implementation.
   * To modify an existing implementation, from the Implementations related list, select a class.
   {#use-extension-points-skill-prediction-configurable-wfo__ul_ufl_sxx_glb}
4. Modify the script as required.
5. Click Update.
{#use-extension-points-skill-prediction-configurable-wfo__steps_phb_fsm_wlb}