how to add skills in salesforce omni channel

• From Service Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
• Select Enable Skills-Based Routing, then click Save.
• Enter Omni-Channel in the Quick Find box, then select Skills.
• Click New.
• Enter a name for the skill. Maria creates a skill called Spanish.
• Optionally, enter a description of the skill.
• Skip the Assign Users and Assign Profiles sections. Instead, you add these skills in Service Resources in a minute.
Click Save.
Maria repeats steps 3–8 to define more skills from her planning list.
She then adds Skills as a related list to the Service Resource object. From Setup, select Object Manager. Enter Service Resource in the Quick Find box and select Service Resource. ...

Full Answer

How do I add a skill in Salesforce?

Create Skills in Salesforce SchedulerFrom Setup, in the Quick Find box, enter Skills , and then click Skills under Salesforce Scheduler.Click New.Enter a name for the skill—for example, Wealth Manager or Mortgage Specialist .Enter a description.Click Save.

How do I enable skills in Salesforce?

Enable Skills-Based RoutingFrom Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.Select Enable Skills-Based and Direct-to-Agent Routing.Click Save.

How do I add a skill to Salesforce lightning?

Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience).From a service resource record, create a resource skill in the Skills related list.Select a skill, and enter a skill level from 0 to 99.99.Enter a start date and, if needed, an end date. ... Save your skill.

How do I add Omni-Channel to Salesforce?

Required User Permissions Click the dropdown next to the console app that you want to add Omni-Channel to, then click Edit. Under Utility Bar, click Add. Click Omni-Channel. Click Save.

How do I create a field service skill in Salesforce?

Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience).From a service resource record, create a resource skill in the Skills related list.Select a skill, and enter a skill level from 0 to 99.99.Enter a start date and, if needed, an end date. ... Save your skill.

How does Omni-Channel skill based routing work?

Omni-Channel routes the work to the first agent who has the required skills and who is available (that is, has the capacity to take the work item). Work items can have multiple skills, and agents can have multiple skills.

What is skill level in Salesforce?

Skill level can range from zero to 99.99. The date when the resource gains the skill. For example, if the skill represents a certification, the start date would be the date of certification.

What should I write in skills?

Example skills to put on a resumeActive listening skills. ... Communication skills. ... Computer skills. ... Customer service skills. ... Interpersonal skills. ... Leadership skills. ... Management skills. ... Problem-solving skills.More items...

How do I delete a skill in Salesforce?

From your personal settings, enter Advanced User Details in the Quick Find box, then select Advanced User Details. No results? Enter Personal Information in the Quick Find box, then select Personal Information.In the User Skills section, click Del next to the skill you want to remove.Click OK.

How does Omni-Channel work in Salesforce?

Omni-Channel is a tool that sits inside of either the Sales or Service Console that, once enabled and configured, automatically pushes work to your users in real time. For example, one can configure routing rules to assign cases to agents through Omni-Channel or configure routing rules to assign leads to sales people.

How do I give access to the Omni-Channel?

Click Edit. Select the presence statuses that you want to associate with the permission set. Agents who are assigned to this permission set can sign in to Omni-Channel with any of the presence statuses that you make available to them. Click Save.

How do I add a user to Omni-Channel?

Assign roles to usersSelect Settings > Advanced Settings on the command bar. ... Select Settings > Security > Users.Select the users from the list for whom you want to assign a security role.Select Manage Roles in the menu.More items...•

Special Access Rules

If you want to use SkillRequirement for Field Service use cases, then Field Service must be enabled.

Usage

Skill requirements help dispatchers assign work orders to service resources with the proper expertise. You can still assign a work order, work order line item, or related service appointment to a service resource that does not possess the specified skills, so skill requirements serve more as a suggestion than a rule.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

How does Omni Channel work?

Automatic Omni-Channel skill assignment provides you with a flow template that automatically assigns and updates agent skills and skill levels based on the number of cases they close. It also allows you to set the number of cases the agent needs to close before leveling up. All of this without a single line of code that needs to be written. Extend the flow to customize the flow to capture your organization's requirements.#N#Want to know when agents reach the maximum level for a skill? Get notified when an agent accomplishes this, and celebrate them!

What is Salesforce Labs?

Salesforce Labs is a program that lets salesforce.com engineers, professional services staff & other employees share AppExchange apps they've created with the customer community. Inspired by employees' work with customers of all sizes and industries, these apps range from simple utilities to entire vertical solutions. Salesforce Labs apps are free to use, but are not official salesforce.com products, and should be considered community projects - these apps are not officially tested or documented. For help on any Salesforce Labs app please consult the Salesforce message boards - salesforce.com support is not available for these applications. Questions? Please visit https://success.salesforce.com/answers.