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CCaaS Admin Console › Integrating with contact centers › Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Import skills

Import skills to assign the right agent to the customer interaction so that customer inquiries can be handled efficiently.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Contact Center Integration Center > CCaaS Admin Console
Image omitted: ccaas-import-skills.png
Admin console skills import screen showing beginning state

  1. Select a contact center provider to import skills from.

  2. Import all skills or select individual skills to import.

  3. Fetch all skills or search for specific skills from the selected provider

  4. Tap Import selected if imported selected skills.

  5. Review list of skills to confirm successful import.

    Note: Newly imported skills and skills that previously existed in your ServiceNow® instance are shown in two separate lists on the confirmation page.