Add Skills

Add skills for advanced routing.

1. Click Configuration on the navigation pane.
2. Expand Service, and then double-click Language Skills or Product Skills.
3. Do one of the following:

   • To add a skill, click New to display the editor.

   • To edit a skill, click it in the list.

   You can delete a skill at any time by selecting the skill entry in the tree and clicking Delete. However, when you delete a skill, all instances of the skill will also be deleted.
4. Enter field information.

   Skills Editor

   Field	Description
   Skill Information	This section defines the name and type of the skill.
   *Skill Name	Enter the name of the skill.
   Template ID	This read-only field identifies the type of skill.
   Label	Select the interface.
   Characteristics	This section specifies the language, product, or category for the skill.
   Language	Select a language from the drop-down list. This field is available only on the Language Skills editor.
   Product	Select a product from the drop-down list. This field is available only on the Product Skills editor.
   Category	Select a category from the drop-down list. This field is available only on the Product Skills editor.

5. Click Save.