How to add a skill in a case using the plugin Skills determination oob

[lawrencesenpai]

Hello,

So we are trying to use the skills determination plugin out of the box and trying to add a skills in a case depending on the skills of the customer contacts. Does anyone have an experience using it to the same requirements or even in other extent. Thank you

[Community Alums]

Hi @lawrencesenpai ,

Follow this first : Manage skills for a customer service case

and to assign the skills to Work items and customer service agents , refer to this : https://docs.servicenow.com/bundle/tokyo-customer-service-management/page/product/customer-service-m...

[lawrencesenpai]

Hello Sandeep,

Thanks for the response, regarding the docs you sent. Do we still need to install the Skills determination plugin for this one or can we just follow the instructions on the documents. Thank you