---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Manage skills for a customer service case

# Manage skills for a customer service case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Before you begin

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

## About this task

Agents can also change a skill between mandatory and optional.

## Procedure

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.
   {#csm-workspace-add-delete-skill__substeps_zjd_r3g_dgb}
4. To switch the skill type:
   1. Click the desired skill.
   2. Enable or disable the Mandatory check box.
   3. Click Save.
   {#csm-workspace-add-delete-skill__substeps_q1c_vjg_dgb}
{#csm-workspace-add-delete-skill__steps_hyw_4kc_qfb}