Assign skill proficiency levels for skills

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

    • Add a skill and assign skill levels to users to facilitate the automatic assignment of skill-based tasks to agents.

    Antes de Iniciar

    Role required: skill_manager or skill_admin

    Por Que e Quando Desempenhar Esta Tarefa

    Only skill administrators can create or edit skills. Skill managers can assign skills to users.

    Procedimento

    1. Navigate to All > Skills > Manage IT Skills.
    2. Assign a skill level to a user or add a skill along with the skill level.
      ToDo this
      Assign a skill proficiency level to a user
      1. Locate the user to whom you want to add a skill.
      2. Select Add in the skill field for the user for whom you want to add the skill proficiency level.
        Nota:
        When you select a skill, up to five skill levels display for each skill. If a user has a skill without a skill level, it displays as Acquired.
      3. Select a level.
      4. Select OK.
      The skill level for the skill is assigned to the user. You can also select an existing skill level and select a higher or lower skill level for the user.
      Create new skill
      1. Select Add Skill.
      2. In the Name field, enter a name for the skill.
      3. In the Level type field, select the type to which the skill belongs. For example, Language or Technical.
      4. In the Skill categories field, select one or more categories to which the skill belongs. For example, Language Skills and Reporting.
      5. Select Submit.