---
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


---

# Setting up skill prediction in Workforce Optimization for Customer Service

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

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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.

## Before you begin

Important:  
Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

Set up skills. For more information, see [Skills
Management](https://www.servicenow.com/docs/access?context=skills-management&version=xanadu&pubname=xanadu-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=xanadu&pubname=xanadu-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

## Procedure

1. Configure the [properties
   for the Skill Recommendation application](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "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=xanadu&pubname=xanadu-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.  
   Note:  
   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/bc3F_l1hIpAKKFiGx7FsPA "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.

### Before you begin

Role required: admin

### About this task

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.

### Procedure

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}

*[\>]: and then