Assign skills to representative
Conversations that have specific skills defined for them will need to be distributed to the most appropriate representatives. Each representative who will be applied in skill-based routing will need a bookable resource record associated with their user account. The bookable resource record provides you with the ability to attach skills and proficiency levels to individual representatives.
Define representatives as bookable resources
You can access or create the necessary bookable resource record for a representative from the Customer Service admin center. Locate the user whom you want to work with from the Users area under User management. After you've located the representative whom you want to work with, you can set up their skills from the Omnichannel tab. Create the bookable resource record by selecting the + New Bookable Resource button in the Skills Configuration section.
Note
Because multiple applications can use the bookable resource record, several tabs might be available that are related to other applications, such as Microsoft Dynamics 365 Field Service, if those applications are installed in your environment. No extra setup is needed for those tabs initially, so you can leave the record as it is. The only tab of significance is the Omnichannel tab. As you make changes on that tab, other items will populate accordingly.
Assign skills to representatives
Now that you have a bookable resource record for the representative, you can assign them to the appropriate skills based on their qualifications. You can define specific skills by selecting the New Bookable Resource Characteristic button on the Bookable Resource sub grid. For each skill that you define for a representative, you'll need to specify their overall rating value for that skill.
Make sure that you define multiple skills based on organization requirements, which will ensure that all items will be routed effectively.
Enable representatives to update skills
In addition to creating skills and attaching them to representatives by using rating models, you can give your representatives the ability to add or remove skills for their assigned work items at runtime. To do so, you'll need to turn on the Enable update skill control toggle in Customer Service admin center. Select Routing under Customer support, locate Skill based routing, and then select Manage.
