Our first iteration of Omni Channel was for our support team and the skills created were only for them. Now that we are expanding omni channel to other departments, we have started to create skill types so only certain skills are available for those departments. The OOTB change skills action does not show the Skill Type Value. We have some skills that are the same for each department but have different skills types. They skill then shows twice in the change skills action. I thought I would just build a screen flow to handle this, but before re-inventing the wheel, I wanted to see if there is a way to do this with out creating a custom screen flow.
2 answers
I really feel like we should be able to give permission to specific skills with permission sets, similar to how we can for Service Presences.
