ServiceNow, Inc.
SYSTEMS AND METHOD FOR WORK ITEM SKILL DETERMINATION

Abstract:

Skill determination rules may be defined and applied to work items to identify the relevant skills associated with the work item. A skill determination rule definition graphical user interface (GUI) may be utilized to received date defining one or more skill determination rules. Once skill determination rules are defined, upon receipt of a work item, the relevant skill determination rules may be identified and applied to identify relevant skills associated with the work item. An agent possessing the identified skills may be identified and the work item added to the selected agent's queue.