|Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
You can assign skills to all service resources in your org to indicate their certifications and areas of expertise. Optionally, specify each resource’s skill level from 0 to 99.99; for example, you can assign Maria the Welding skill, level 50.
In addition, you can add required skills to work types, work orders, and work order line items. This lets dispatchers know which skills are needed to complete a particular type of work. Define required skills in the Skill Requirements related list on a record.
If you intend to use the skills feature, determine which skills you want to track and how skill level is determined. For example, skill level can reflect years of experience, certification levels, or license classes. It’s up to you!