Configure Skills Management

Manage skill data in a central location for customer service agents and work items.

Before you begin

Role required: csm_guided_setup_user or admin

About this task

To configure skills management, use the Customer Service guided setup. The guided setup takes you through the entire setup and configuration process.

Procedure

1. Navigate to All > Customer Service > Administration > Guided Setup.
2. On the Getting Started page of the guided setup, click Get Started.
3. In the Skills Management category, view the list of tasks to configure the feature.

   Table 1. Skills Management configuration tasks

   Task	Description
   Manage skills	Organize skills data of agents and work items in a centralized location.
   Assign skills to work items	Create rules to identify skills and automatically associate them with work items.
   Assign skills to customer service agents	Identify skills each agent has to work on tasks and assign it to the agent.