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Assign IT skills to users

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Assign IT skills to users

Assign IT skills and skill levels to users to facilitate the automatic assignment of skill-based tasks to agents.

Before you begin

Role required: skill_manager or skill_admin

About this task

Only skill administrators can create or edit skills. Skill managers can assign skills to users.

Procedure

  1. Navigate to Skills > Manage IT Skills.
  2. Do one of the following:
    ToDo this
    Add a skill to a user
    1. Click New Skill.
    2. In the Skill field, enter a name for the skill.
    3. In the Level Type field, select the type to which the skill belongs.
    Assign a skill to multiple users
    1. From the All Skills list, select a skill.
    2. Click Assign/Remove Users.
    3. Select the name of each user you want to assign this skill.
    4. From the list, select the level for this skill for each user.
    5. Click Assign/Remove Users again to assign the skill and skill level to the users.
    To remove the assigned skill, select the name of the user and clear the check box for the skill.
    Assign multiple skills to multiple users
    1. From the All Users list, select a user.
    2. From the Skill list, select each skill and the skill level to assign for this user.
    3. Repeat the steps above for all users you would like assign multiple skills and associated skill levels.

Example

In this example, a system administrator assigns the skill iPhone to multiple users and adds a skill level for each user. Assign skills to multiple users

In this example, a system administrator assigns multiple skills and associated skill levels to multiple users. Assign multiple skills to a user

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