Define a skill determination rule

Create a skill determination rule to tag the German skill to incoming cases from German speakers.

Before you begin

Role required: awa_admin or admin

Procedure

1. Navigate to All > Skills > Skill Determination Rules, and then select New.

2. Enter the following information in the fields listed:

   • Name: Skill determination for German cases
   • Active: true
   • Source table: Case [sn_customerservice_case]

   • Condition: Opened by.language is German

     Note: Search for the Show related fields option when defining the conditions to get the Opened by.language option.

   • Skills: German

   • Select Submit.

Result

Cases that need German speakers are routed to users in Customer Service and Support who have the German skill.