Use Automation Rules to Add to Skill Pool

Skill Pool

It is now possible to use automation rules to update the members of a skill pool, and conversely to link a skill pool to a person.  This can be very practical for making services available to new users, for example.

Imagine a service that has its coverage in the SLA set to ‘Members of a skill pool’.  By adding that person to the skill pool, or by linking the skill pool to that person record, this person is automatically covered for the service.  This example is elaborated in the automation rule below.

Automation rule update skill pool