Skill types
Every organization has different ways for classifying representative skills based on their needs and procedures. For example, some skills might represent a certification or achievement, and they could also represent experience with the product. Other skills might represent physical skills or talents, such as experience with a programming language or an actual language that a representative speaks. Because every organization differs, skill-based routing allows you to define multiple skill types to best align with your organization's needs. You can add these skill types to the skills as they're defined to help with items like analytics, reporting, and so on.
Define skill types
Before you can define skills, your organization needs to have at least one skill type defined in the system. For example, if you wanted to add Spanish as a skill, you would first need a skill type called Language. Then, the system would add this skill type to any skill that represents a language that a representative speaks. First, you need to create a skill type, and then you can define the skills that are associated with that type.
You can define skill types through the Bookable Resource Characteristic Type option set in the Microsoft Power Apps maker portal. Because this function isn't unique in Omnichannel for Customer Service, you need to define these types by signing in to https://make.powerapps.com as someone who has administrative rights in the environment that Omnichannel for Customer Service is deployed to. In the site map navigation, expand Data and select Choices. Locate the Bookable Resource Characteristic Type option set and open it.
Likely, skill types are defined already. You can add more skill types based on the needs of your organization by selecting New choice and defining the type that you want to add.
Define skills
After you define the necessary skill types, you can create the specific skills that will be defined for representatives and incoming conversations. Unlike skill types, skills are defined in the Customer Service admin center app, and you can access them in the User management section by selecting Skills.
When creating skills, you need to define a name and skill type. You can choose from any skill type that is defined. After you save the skill, the representatives section will appear, where you can define which representatives have that skill and their proficiency with the skill.
Before you can assign a skill to a representative, you need to associate a bookable resource record with them. The process of creating a bookable resource record is explained in the next unit.