Define a skill determination rule

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create a skill determination rule to tag the German skill to incoming cases from German speakers.

    Before you begin

    Role required: awa_admin or admin

    Procedure

    1. Navigate to All > Skills > Skill Determination Rules, and then select New.
    2. Enter the following information in the fields listed:
      • Name: Skill determination for German cases
      • Active: true
      • Source table: Case [sn_customerservice_case]
      • Condition: Opened by.language is German
        Note:
        Search for the Show related fields option when defining the conditions to get the Opened by.language option.
      • Skills: German
    3. Select Submit.

    Result

    Cases that need German speakers are routed to users in Customer Service and Support who have the German skill.