Manage skills for a customer service case

Add or remove optional and mandatory skills for a customer service case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Agents can also change a skill between mandatory and optional.

Procedure

1. Open the desired case.
2. Click the Task Skills related list.
3. To create a new skill:
   1. Click New.
   2. Select a skill in the Skill field.
   3. If mandatory, click the Mandatory check box.
   4. Click Save.
4. To switch the skill type:
   1. Click the desired skill.
   2. Enable or disable the Mandatory check box.
   3. Click Save.