Skills

Use the Skill info area to define a rep's special skills.

You can define any number of skills for a rep (e.g. foreign languages, fields of specialization, knowledge of products etc.). These skills can be taken into account when dispatching service tasks, see Customer Service in the Business Logic Manual.

To add a rep's skills:

1. Navigate to the desired record in the Rep info area.
2. Select Skill from the context menu.
3. Enter the data.
4. Save the record.

You can define conditions in the Configuration info area which determine which reps are available from the resource view when dispatching service tasks, see Resources. When allocating tickets to reps, only those reps with the appropriate skills are then displayed in the resource view.