---
schema_version: "1"
id: 5b1da2110838c49ed4f4e892c3f9f82b2bd7a231a8a7ac2d6623c43b321bb9d7
title: Create Skills for Skills-Based Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_skills_based_routing_create_skills.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_create_skills.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8a733f9c74893baab5ca2708a56b4346e82dc64b8b407aafaef36caae8e6e299
description: Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).
products:
  - Service Cloud
release: "264"
---
# Create Skills for Skills-Based Routing

Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><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>

1. From Setup, enter Omni-Channel in the Quick Find box, then select **Skills**.
2. Click **New**.
3. Enter a name for the skill.
    
    For example, you can create a skill that’s called “Spanish” to denote agents who speak Spanish.
4. Optionally, enter a description of the skill.
5. If you are using Standard Omni-Channel, assign skills to users and profiles in the Assign Users and Assign Profiles sections.
6. If you are using Enhanced Omni-Channel, skip the Assign Users and Assign Profiles sections. Instead, add these skills to each rep's service resource.
7. Click **Save**.