Enable agents to update skills

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

By default, skill-based routing is enabled. You can create skills to attach to agents and define proficiency levels by using a rating model. You can also enable your agents to add or remove skills for their assigned work items at runtime.


By default, the skill control is available only for messaging channels. For the records channel, you'll need to customize the form to add the skill control. More information: Add a skill control for routed records

To enable your agents to update skills for their work items

  1. Sign in to Dynamics 365.

  2. In Omnichannel admin center or in Customer Service Hub, in the site map, select User attributes, and then select Manage next to Skill-based routing on the User attributes page.

  3. On the Skill based routing tab, set the Enable update skill control toggle to Yes.

    Enable update skill control toggle.

By enabling your agents to evaluate and update skills required for their work items, you make use of your agents' experience to identify the actual skills that are required for the work items. These skills are also used in training the skill finder model. Accurate data on skills improves the model accuracy and prediction. More information: Retrain skill finder model

See also

Overview of skill-based routing
Set up skills and assign agents