---
schema_version: "1"
id: e1ff39cb398b1c8f36fa6e1a56c5752270813e8178f0cc46e5cd6bb1bbf308c8
title: Create an Incident Skill for Skill-Based Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_create_skill.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_skill.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4dbc796dbf80d9254ac63d87ba5d6a1257266f7aba6bc342eb936f74c43a12d0
description: Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.
products:
  - Service Cloud
release: "264"
---
# Create an Incident Skill for Skill-Based Routing

Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d118795e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">Customize Application</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">To create service resources:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">Create on service resources</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">To assign skills to service resources:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d118795e55 ">Edit on service resources</td>

          </tr>
        </tbody>
      </table>

To route incidents to support reps based on skills, complete these steps:

1. [Enable skills-based routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_enable.htm&type=5&language=en_US).
2. [Create an Incident skill](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&type=5&language=en_US).
3. [Create service resources for incident agents](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_service_resources.htm&type=5&language=en_US).
4. [Assign the Incident skill to the service resources](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_assign_skills.htm&type=5&language=en_US).