Create Skills

Create and use Skills to help enhance the chances of Customers getting matched with the best Agent best equipped with the knowledge and expertise to help them. Skills are assigned to Agents which are used to enhance boost scenarios in People Match.

Before you start #

Before you start creating skills, we recommend that you first review the following:

• Learn what Skills is and how it’s used.
• Remember that Skills is used exclusively with People Match. Skills can’t be used on their own.
• Understand how to prepare and organize skills before they’re created and assigned to Agents.
• Review your People Match boost scenarios and update the ones that need to include specific skills.

Create Skills #

1. Click  on the top left corner of the screen.
2. Click Settings
3. Under the People category, click Skills.
4. Click Create Skill.
5. Enter the Skill name.
   • To nest this skill under another skill, check the checkbox labeled Nest skill under and select the parent skill you’d like this one to roll up to.
   • If you don’t want this skill to be active when created, click the Active toggle to switch it off (gray color). You can return to this screen to activate it later.
6. Click Add Skill.

Repeat the steps above to create more skills so they can be assigned to Agents.

Assign skills to Agents #

Once you create the skills, you’ll need to assign those skills to Agents. This allows People Match to identify skills assigned to Agents. See edit user roles to learn how to assign/unassign skills (or any other roles) to Agents. You can also assign skills in bulk through a CSV upload.

Once the skills are assigned to the right Agents, you can start using them as boosts in People Match.