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