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Create and Assign Skills

Create and assign skills that represent certifications and areas of expertise. Assign skills to service resources so that the scheduling tools can match the right support reps to shifts that require those skills.

Required Editions

View supported editions.
User Permissions Needed
Create and update skills in Setup: Customize Application
Assign skills to service resources:

Shift Scheduling Planner

OR

Workforce Engagement Planner

OR

Edit on service resources
  1. From Setup, enter Skills in the Quick Find box, then select Skills.
  2. Click New.
  3. Enter a skill name, like Electrician Certification, a developer name, and a description.
  4. Skip the Assign Users and Assign Profiles sections, which are specific to Chat.
  5. Save your changes.
  6. Assign the skill to a service resource.
    1. Open a service resource record and go to the Skills related list.
    2. Select a skill.
      Skip entering a skill level. Shift Scheduling or Workforce Engagement don’t consider skill levels.
    3. Enter a start date and, if needed, an end date. For example, if a worker must be recertified in a particular skill every six months, enter an end date that’s six months later than the start date.
    4. Save your changes.