Learn how Skill Determination works

  • Release version: Washingtondc
  • Updated February 13, 2024
  • 1 minute to read

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

    Skill Determination uses two rules:
    • Skill Determination rule—set what skills you want to add to incoming work items.
    • Business rule for Skill determination—set criteria on when a business rule must execute.

      When executed, it runs on the source table defined in the Skill Determination rule, triggers the corresponding Skill Determination rule, and adds the skills that are in the Skill Determination rule record to the incoming work item.

    The flow chart shows a visual representation of the Skill Determination flow.

    Infographic for skill determination flow

    Step Skill Determination Flow
    1.

    A user has an issue with their VPN connection and has created an incident with the short description 'VPN not working'.

    The incident needs agents with Router and Switch as well as Network skills to work on the task.
    2. A business rule has been created on the incident table that's set to trigger when an incident is created.
    3. The business rule looks up all Skill Determination rules where the incident table is set as the source table. The business rule then triggers the Skill Determination rule that has one of the conditions set as the[Short description] [contains] [VPN].

    The Skill Determination rule has the skills Router and Switch as well as Network skills in the Skills related list. When triggered, these skills are added to the incident with the short description 'VPN not working'.