Attach skills to work items
Work classification attaches skills and required proficiency values to an incoming work item before queue routing and assignment. Use logical classification rules when record attributes provide reliable criteria for identifying those requirements.
For example, a case created from a Spanish-language billing email can require the Billing and Spanish skills. Exact or closest matching then compares those requirements with representative skill assignments.
Create a logical classification ruleset
In Copilot Service admin center:
- Select Workstreams in Customer support.
- Open the record workstream.
- In Routing rules, select Create ruleset for Work classification.
- Create or select a ruleset, and then select Logical as the rule type.
- In the decision list, create a rule and define its conditions and outputs.
A workstream supports up to 10 classification rulesets. Each ruleset supports up to 100 rule items. Rulesets run in the order shown on the workstream, and rule items run in decision-list order.
Define conditions from record data
Conditions can evaluate columns on the routed record and supported related records. For record routing, useful sources include:
- Case, such as Origin, Subject, Priority, or a custom issue-category column.
- Email, such as subject or other attributes carried into the routing context.
- Account, such as service level, region, or preferred support language.
- Contact, such as preferred language or location.
Suppose a rule identifies high-priority billing cases created from email for Spanish-speaking contacts:
| Record | Column | Operator | Value |
|---|---|---|---|
| Case | Origin | Equals | |
| Case | Issue category | Equals | Billing |
| Case | Priority | Equals | High |
| Contact | Preferred language | Equals | Spanish |
Use AND when every condition must be true. Use OR when any condition can satisfy the rule. Group mixed conditions carefully so that the rule reflects the intended business requirement.
Attach skills as outputs
In the rule output, select Skills, and then add each skill with its required proficiency. For the example, attach:
| Skill | Required proficiency |
|---|---|
| Billing | 4 |
| Spanish | 3 |
The output can include multiple skills. It can also set other classification attributes, such as a capacity profile, when the scenario requires them.
Place specific rules before general rules in the decision list. Review how multiple rulesets interact because a work item can receive outputs from more than one classification ruleset.
Test skill attachment
Test records that meet each intended condition and records that don't match a rule. Confirm that the expected skills and proficiency values appear on the work item before evaluating queue routing and assignment results.
Logical rules work well for stable, structured criteria. When the required skill must be inferred from historical work-item text or other less structured data, consider the intelligent skill finder described in the next unit.
For more information, see Configure work classification rulesets for unified routing.