Set Up Skills

Required security profile permissions: Skills Create

Setting up a new skill is a different experience for each skill type. The creation form and configuration options change based on the channelA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. and whether the skill is inbound or outbound. You can create a new skill with a blank form, or you can create a new skill by copying an existing one and modifying the fields as needed.

See the following topics for instructions that are specific to the skill type you're creating:

Depending on how you use skills in your organization, consider whether to perform these optional tasks: