Add or update skills using Workforce Optimization for ITSM

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

    • Add skills or update skill levels for an agent so that it gets added to their skill set.

    Before you begin

    Role required: skill_manager

    Procedure

    1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
    2. Select the coaching icon.
    3. Select the Skills tab.
    4. Add a skill or update a skill level.
      ToDo this
      Add a skill
      1. In the skill matrix, select Add for the skill that you want to add to the agent.
      2. In the Skill level field, select a level for the skill.
      3. Select OK.

        The skill gets automatically added to the agent.
      Update a skill level
      1. In the skill matrix, select a skill level for an agent.
      2. Select the skill level that you want to add for the agent.
      3. Select OK.