Skills Management

Set up or enable business rules for agents to manage cases, chat interactions, or work order tasks. These business rules trigger Skill Determination rules, ensuring that the required skills are assigned to relevant work items so agents are properly equipped to handle these responsibilities efficiently.

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

Rank users so that you can select the right users based on skills needed to complete tasks. Qualify users to work on tasks such as case, work order task, or chat interaction based on the number of skills and skill levels required to work on those tasks.

Create Skill Determination rules to identify skills required by agents to work on work items and automatically associate them to those work items.

Create Skills, identify the Skill Level Type the skill belongs to, and associate Skill Levels for each level type to define a structured skills architecture for your organization.

Onboard your team quickly using the skill taxonomy framework provided with your application.

Organize related skills into categories and subcategories so that you can manage skills and create reports quickly and efficiently.

Define skill levels (for example, beginner, intermediate, advanced) for different skill level types (for example, a language or an IT certification) so you can associate skill levels to users and define skill levels and types required for tasks.

Domain separation is supported in the Skills Management app, and configured to apply to all features of the application. Separation of data is configured along with separation of logic and process.

Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects. You can also assess the skills needed for your organization, identify gaps, and implement effective plans for hiring or training of your teams.

Use extension points to calls scripts to add custom group types to manage skills.

Use Skill Determination to add skills to incoming work items so that agents with those skills can work on it.

Manage skill assignment efficiently by assigning skills to users and analyze the skill coverage of your teams.

Add skills and the level required for each skill to tasks. Identify whether the skill is mandatory to perform the task.

Validate that Skills Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Validate that Skills Management still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

Use rules to automatically route work items to agents.

Use Skills Management to associate skills with individual users or groups and assign them to tasks or projects. You can also assess the skills needed for your organization, identify gaps, and implement effective plans for hiring or training of your teams.

Create skills to specify the competencies of your users and associate them with users, and configuration items.

Translate skills and descriptions when you add new skills in Skills Management.

Use the Skills Management dashboard to analyze trends in assessing skill gaps in your organization and plan for coaching or training of your employees based on needs. Identify users and teams who have the right skills to work on tasks and projects.