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Using rules to identify skills for work items

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Using rules to identify skills for work items

Automate the identification of skills required for work items using rules, which eliminates the need to assign them manually.

When you automate skill identification, you prevent task reassignments by assigning agents with the right skills to work on tasks and make time available for agents and managers to work on more important tasks.

You can identify skills using rules for tasks such as cases, work order tasks, incidents, problems, and change requests and also for interactions such as chat, phone, or walk-up experience.

Create rules to assign skills to work items

Create rules to identify skills and automatically associate them to work items.

Before you begin

Role required: skill_admin or admin

About this task

You can automatically add a skill to a case based on the product associated with the case if you enable the Product to Skill mapping table (Skill Required for Model Maintenance [cmn_m2m_skill_model]).

A skill determination rule is created for every new skill required for a work item.
  • If a skill is no longer required for a work item, you must deactivate or remove the rule applied for the work item.
  • If two rules have the same skill associated with one work item and one rule evaluates the skill as mandatory and the other rule evaluates it as optional, then the rule that evaluates the skill as mandatory is always used.
Note: If you create a new skill determination rule, you also need to create a corresponding business rule.

Procedure

  1. Navigate to Skills > Skill Determination Rules.
  2. Click New.
  3. In the Name field, enter a name for the rule.
  4. Select the Active check box to enable the rule to assign skills to work items.
  5. From the Source table drop-down menu, select the work item source table for this rule.
  6. Using the condition builder, select the conditions to evaluate the work item.
  7. Do any of the following:
    ToDo this
    Create a simple rule
    1. From the Type drop-down menu, select Simple.
    2. In the Skills table, add each skill that is required for the selected work item.
    3. If a skill is optional for selected work item, in the Mandatory field, select False.
    4. In the Skill Level field, add a level for the skill. You must configure the form to display this field.
      Note: You can define skill levels using the Skills Management application.
    Create a lookup rule
    1. From the Type drop down menu, select Lookup.
    2. From the Lookup table drop-down menu, select the reference table to connect to the source table.

      The Skills Field that connects the source and reference tables is automatically populated.

    3. If this skill is mandatory, enable the Mandatory check box.
    4. From the Skill Level Field drop-down menu, select a level for this skill.
    5. Click Save.
    6. In the Field Mappings related list, click New.
    7. From the Source table field drop-down menu, select an attribute to map to the reference table.
    8. From the Lookup table field drop-down menu, select an attribute to map to the source table.
    Create an advanced rule
    1. From the Type drop down menu, select Advanced.
    2. In the Script window, enter a script.
  8. Click Submit.

Activate business rules for skill determination

Enable the business rules to determine skills for cases, work order tasks, and chat interactions that are available in your application.

Before you begin

Role required: admin

About this task

You can also Create a business rule for tasks such as incidents, problems and change requests to associate skills to those tasks.

Create skill determination rules based on any of the following rule types:

  • Simple

    Adds skills to work items based on a set of conditions used to evaluate the source table.

  • Lookup

    Adds skills to work items based on selections from two different tables connected using one or more reference fields.

  • Advanced

    Adds skills to work items using a script.

Procedure

  1. Enable the Skill Determination [com.snc.skill_determination] plugin.
  2. Do one of the following:
    ToDo this
    Enable the business rules for cases, work order tasks, or chat interactions
    • To create rules for cases, select the Active check box in the Skill determination for case business rule record.
    • To create business rules for work order tasks, select the Active check box in the Skill determination for work order task business rule record.
    • To create rules for chat interactions, select the Active check box in the Skill determination for interaction business rule record.
    Create business rules for tasks such as incidents, problems, and change requests
    1. Open a case, work order, or chat interaction business rule record.
    2. Right-click the record and select Insert and Stay.
    3. In the Name field, enter a name for the business rule.
    4. In the Table field, select the task table.
    5. Click Update.
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