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.