Manage skills for a customer service case

---
title: Manage skills for a customer service case
description: Add or remove optional and mandatory skills for a customer service case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-workspace-add-delete-skill.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage cases, Use, Customer Service Management]
---

# Manage skills for a customer service case

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**.

4.  To switch the skill type:

    1.  Click the desired skill.

    2.  Enable or disable the **Mandatory** check box.

    3.  Click **Save**.