Configuring Skills Management

Create Skills, identify the Skill Level Type the skill belongs to, and associate Skill Levels for each level type to define a structured skills architecture for your organization.

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 the skills you currently have and would require across your organization to start implementing skills in your organization. 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 that you have identified with a Skill Level Type. 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 skill level type that you have identified. Example, for the Java skill you can define Novice, Intermediate, Advanced, and Expert as the skill levels.