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- Create a skill or skills. For information about creating skills in Skill Management, see Creating a skill.
- Assign the skill or skills to an agent or agents. For information about assigning skills to agents in Skill Management, see Assigning a skill to one or more agents.
Tag incoming interactions with required skills. For information about tagging interactions with skills, see Tagging interactions with a skill or skills.
Note If you are using ContactWorld for in Salesforce, you can tag cases with skills before arriving in ContactWorld. For information about tagging cases with skills in Salesforce, see Updating a workflow rule to tag a case with required skills. - Create an ACD applet that behaves as a UCD applet, that is, a skills based router. For information about creating a UCD applet, see Creating a skills based router.
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