Manage skills for a customer service case

Add or remove optional and mandatory skills for a customer service case.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, workspace_admin, admin

About this task

Agents can also change a skill between mandatory and optional.

Procedure

1. Open the desired case.

2. Click the Task Skills related list.

3. To create a new skill:

   1. Click New.

   2. Select a skill in the Skill field.

   3. If mandatory, click the Mandatory check box.

   4. Click Save.

4. To switch the skill type:

   1. Click the desired skill.

   2. Enable or disable the Mandatory check box.

   3. Click Save.