Hi team,
Can someone explain to me the pros/cons of enabling the mandatory skills property in FSM?
I understand if i have a combination of mandatory skills + optional skills, it makes sense to turn on this property (see link Configuring the mandatory skills featur)
- if all my skills are considered "mandatory", and i set the global domain setting "Auto-selection of agents for tasks requires them to have skil" = all... do i even need the the mandatory skills property?
can i use the task skill embedded list field to add skills level on the WOT, if the mandatory skill property is not turned on?
Hi Sandeep,
Documentation says that the property has to be turned on to indicate that the task skill (embedded list) is being used. Does it mean that if property is not activated, FSM will not consider the task skill and only look at the skills field?
Have you made it work without the property activated (the task skill)?
EDIT: I contacted a SN Senior BPC (works at ServiceNow) specialized in FSM, and he recommended that we always use the task skill + turn on this property.
Hi Sandeep,
Documentation says that the property has to be turned on to indicate that the task skill (embedded list) is being used. Does it mean that if property is not activated, FSM will not consider the task skill and only look at the skills field?
Have you made it work without the property activated (the task skill)?
EDIT: I contacted a SN Senior BPC (works at ServiceNow) specialized in FSM, and he recommended that we always use the task skill + turn on this property.
