---
schema_version: "1"
id: 81e414d484e321d6fe7acf25b1d282be636360395c4303627387a12b7daf3764
title: Transfer a Work Item to a Different Skill Set
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_transfer_to_skill_set.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_transfer_to_skill_set.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 35692d8af2c22087802fcdce089b76ce4e7ca34dba3a7a99bea958e11ff53f8b
description: You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills.
products:
  - Service Cloud
release: "264"
---
# Transfer a Work Item to a Different Skill Set

You can transfer a work item to a different skill set so that a service rep with the right skills can resolve the issue. For example, if a service rep doesn’t have the right skills to resolve the case, the service rep can transfer the case and specify the required skills.

### 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">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d33005e57">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d33005e57 ">To transfer work items to a different skill:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d33005e57 ">Skills-based routing must be enabled and set up in your org</td>

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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note

Although you can transfer work to a different skill set with both Standard and Enhanced Omni-Channel, this topic is explicitly for Standard Omni-Channel. To transfer work with Enhanced Omni-Channel, see [Reassign Work Manually](https://help.salesforce.com/s/articleView?id=service.omnichannel_agent_reassign_work.htm&language=en_US).

When a service rep opens the transfer dialog and searches for skills, the search process looks for matching skills. The search results show matching skills from only the first 2,000 skills that were created.

Work items are transferred to a service rep who has the required skills. When a work item is transferred, the status changes to Transferred. If no service rep with the required skills is available, the work item isn’t assigned and is shown in the [Skills Backlog Tab](https://help.salesforce.com/s/articleView?id=service.omnichannel_supervisor_backlog_tab.htm&release=264.0.0&type=5 "See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org.") in Command Center for Service. When a service rep with the required skills becomes available, Omni-Channel routes the work to that service rep. For chat, if no service reps have the skills or service reps with the required skills are busy or at capacity, then the request is canceled.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note Service reps using Salesforce Classic can accept work items that are transferred to skills, but they can’t transfer work items to skills.

The transfer icon doesn’t appear in Enhanced Omni-Channel. You can create a similar result by adding an action on the appropriate record page, an action that executes a screen flow to route skills to appropriate targets.

1. Click the transfer icon.
    
    The transfer dialog is displayed. The transfer dialog shows the skills that are already attached to the work item.
2. Search for the skill that the work item needs.
3. To add the skill to the work item, select the skill.
    
    You can add several skills to the work item. For example, you could select billing and Spanish for a case that needs a Spanish-speaking service rep who’s knowledgeable about your company’s billing practices. First, search for the “billing” skill and add it. Next, search for “Spanish” and add it, and so on.
4. Click **Transfer**.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note For skills-based routed chats, the **Transfer** icon is on the work item on the My Work tab in the Omni-Channel component.

#### See Also

- [Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_omni_amazon_enable_voice_call_transfers.htm)
- [Enable Voice Call Transfers Using Omni-Channel Flows and Partner Telephony](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_omni_enable_voice_call_transfers.htm)
- [Skills-Based Routing Limitations](https://help.salesforce.com/s/articleView?id=service.omnichannel_skills_based_routing_limitations.htm&release=264.0.0&type=5 "Before you implement skills-based routing, review its limitations.")