Skill Map Values

1. Set the Value field

2. Set the skill developer name of the skill you want assigned

3. Set the Skill ID

4. Set the skill level required for the task. 1-100

   1. The level of the skill required. Skill levels can range from zero to 99.99. Depending on your business needs, you can have the skill level to reflect years of experience, certification levels, or license classes.

5. Set the skill priority

   1. For additional skills, specify the order in which skills are dropped if after the specified timeout no agent with that skill is available. Higher priority-value skills are dropped first. Lower priority-value skills, for example 0, are dropped last. Skills with the same priority value are dropped as a group. You can set skill priority using skills-based routing rules or Apex code.

In this example if the value of the field referenced in the routing rule is equal to O&M: CA-129 Bay Area Delta then the skill O_M_CA_129_Bay_Area_Delta_Dispatcher will be rquired to work on the QTask.