Agents can be organized into different Skills to help ensure the proper agent is assigned to every type of issue. Every user can have many skills assigned to them.

Steps to configure

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Setup
  3. Navigate to Internal Teams → Skills
  4. Select the row with the Skill that you want to manage
  5. Click on the Add/Remove Case Workers button
  6. Move the members as needed

  7. Click Done