Skills-Based Rules

Skills-based Rules

Once you have created a set of skills for your business, as shown below, the next step is to assign these skills to users as shown in End Users – Advanced Settings (options, CRM settings, skills & departments). Once skills have been added to users, you can set up your skills-based routing rules.
	Skills search – Search for existing skills.
	Create – Select to create a new skill.
	Creating a new skill – Clicking on to create a new skill opens a second dialogue box where you can give your new skill a name and explain its purpose.
	Edit – Select edit to make changes to an existing skill.
	Delete – Select delete to remove an existing skill.