Assign Skills to Service Resources

To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.

1. 

   Tip To assign a skill to a service rep with Standard Omni-Channel, assign the service rep or their profile directly to the skill definition.
   From the App Launcher, open the Service Resources tab.
2. Select the service resources that you want to assign skills to.
3. In the Service Resource Skills related list, click New.
4. Select a skill or click New to add one.
5. Optionally, enter a skill level 0–10 based on how your business measures skill level.
6. Enter a start date, and if needed, an end date.
   For example, if a service rep must be recertified in a skill every six months, enter an end date that’s six months later than the start date.
7. Click Save.
   The service rep’s skill now appears in their Service Resource Skills related list.