Skills

What are skills?

Skills represent areas of expertise assigned to support representatives. These can range from general categories, such as networking or troubleshooting, to specific proficiencies, like familiarity with particular software or hardware systems.

How are skills useful to my organization?

Skills help administrators categorize and prioritize expertise areas ("root skills") and assign sub-skills to address specific support issues. This structure ensures that customers are routed to representatives with the necessary knowledge to resolve their issues efficiently.

What Remote Support permissions do I need to create skills?

You must have the Allowed to Edit Skills permission enabled for your user account on the Users & Security > Users page.

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Note

By default, administrators have the Allowed to Edit Skills permission.

Representatives associated with a given skill are listed on the right. If no representative is associated with a skill, go to Users & Security > Users, select a user to edit, and click on the Availability Settings to configure skills.

How do I access the Skills page?

1. Use a Chromium-based browser to sign in to your Remote Support URL.
   This URL is provided in the BeyondTrust welcome email and includes your site URL followed by /login.
2. From the left menu, click Configuration.
   The Options page opens and displays by default.
3. At the top of the page, click Skills.
   The Skills page displays.

View your skills

1. Go to Configuration > Skills.
2. Root skills and their sub-categories display in the Skills tree. You can use the arrows to expand or collapse each section.
3. Root skills are ranked sequentially from more critical to less critical. When Equilibrium is enabled, the system will try first to match all the root skills, but if that is not possible, it will begin to peel away lower-ranking skills first, one at a time, until a match is found.

Create a new root skill

1. Go to Configuration > Skills.
2. Click New Root Skill.
3. Insert a unique Display Name to help identify this skill.
4. Optionally, insert a unique Code Name. If you do not set a code name, one is created automatically.
5. Click Save.
   The root skill displays in the Skills table under the Rank: 1 row.

Create a new skill

1. Go to Configuration > Skills.
2. Click New Skill.
3. Insert a unique Display Name to help identify this skill.
4. Optionally, insert a unique Code Name. If you do not set a code name, one is created automatically.
5. Select a Parent category for the skill from the dropdown list.
6. Click Save.
   The skill displays in the Skills table under the Rank: 2 row.

Edit a skill

1. Go to Configuration > Skills.
2. Click the skill you wish to edit.
3. Click Edit.
4. Click Save.

Delete a skill

1. Go to Configuration > Skills.
2. Click the skill you wish to delete.
3. Click Delete.
4. Click Yes.

Change ranking

1. Go to Configuration > Skills.
2. Click Change Ranking to change a root skill's rank.
3. Drag and drop skills into their new positions.
4. Click Save Ranking.
   The updated ranking saves.

Bulk import user skills

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Note

When dealing with a larger number of representatives and/or skill sets, it may be easier to assign skills to representatives using bulk import.

Please note that the skills listed for a given representative on the import file will override any skills already associated with that user.

1. Go to Configuration > Skills.
2. Under Import User Skills, click + Choose File to upload a CSV file with the usernames and associated skills. The CSV file should use the following format:

"username1", "skill_code_name"
"username1", "skill_code_name2"
"username2", "skill_code_name"

Bulk remove multiple skills from one or more users

If you need to remove all associated skills with a particular user, leave the skill code name empty ("username3","").

Add a skill to a user

To add a skill to a user, see Assign Skills to Representatives.