Create Skills for Skills-Based Routing

Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).

1. From Setup, enter Omni-Channel in the Quick Find box, then select Skills.
2. Click New.
3. Enter a name for the skill.
   For example, you can create a skill that’s called “Spanish” to denote agents who speak Spanish.
4. Optionally, enter a description of the skill.
5. If you are using Standard Omni-Channel, assign skills to users and profiles in the Assign Users and Assign Profiles sections.
6. If you are using Enhanced Omni-Channel, skip the Assign Users and Assign Profiles sections. Instead, add these skills to each rep's service resource.
7. Click Save.