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Adding skills to agents' skill set › Skills Management › Workforce Optimization for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Add or update skills using Workforce Optimization for ITSM

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.

Parent Topic:Adding skills to agents' skill set in Workforce Optimization for ITSM