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            Create an Incident Skill for Skill-Based Routing

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            Create an Incident Skill for Skill-Based Routing

            Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            To create service resources: Create on service resources
            To assign skills to service resources: Edit on service resources

            To route incidents to support reps based on skills, complete these steps:

            1. Enable skills-based routing.
            2. Create an Incident skill.
            3. Create service resources for incident agents.
            4. Assign the Incident skill to the service resources.
             
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            Salesforce Help | Article