Assign skills to tasks

Add skills and the level required for each skill to tasks. Identify whether the skill is mandatory to perform the task.

Before you begin

Role required: admin

Procedure

1. Navigate to incident, problem, change request, or any task record to which you want to associate skills.

2. In the related list, select the Tasks Skills tab.

   Note: You must configure the related list and add Task Skill->Task to the Selected column to display this tab.

3. In the Task Skills table, do the following:

   1. In the Skill field, click the lookup icon and select a skill.
   2. In the Skill level field, select a level for the selected skill.
   3. In the Mandatory field, select true if the skill is mandatory for the selected task.
   4. Click Submit.

Example

The image below shows an administrator configuring skills for an incident task and adding the IT skill as mandatory for agents working on that task.