Configuring Skills Management

Create skills, identify the type of skill level it belongs to and associate skill levels for each type to define skills for your users consistently across your organization and be able to assign resources accordingly. For example, you can add French as a skill, language as the skill level type, and familiar, proficient, and expert as the skill levels.

Identify all skills you currently have and would need across your organization to begin implementing skills. For example, if you are in Customer Service, you might have agents who have Java as a technical skill and you might need agents who have experience in network administration. If you are in Human Resources, you may have employees who have coaching as a skill and you might need employees who can get new hires on board.

Associate each skill you have identified with a skill level type. For example, you could associate Java with programming as the skill level type and coaching with leadership as the skill level type.

Define skill levels for each type you have identified. As an example, you could use familiar, proficient, and expert as skill levels for the Java skill level type and beginner, intermediate, and advanced as the skill levels for the coaching skill level type.