Are there ways for certain skills to override other skills?

Question

Are there ways for certain skills to override other skills? For example, in my account, we have two types of skills: language and billing. If a ticket comes in and the individual skills French and Refunds are associated with that ticket, the ticket may be missed.

Can I configure skills-based routing in a way that one of the skills supersedes the other skill? This way, when a specific skill applies to a ticket, all the other skills are removed.

Answer

It's not possible for skills to override other skills. An agent who has all the skills can see all the tickets with those skills in a skills-filtered view.

As a workaround, change the conditions in the view to prevent both skills from applying to tickets that have two associated skills. In the example above, add the condition below to the view that you use for the Billing skill:

• Language | Is not | French

For more information, see this article: Best practices: Setting up skills-based routing (Enterprise)

 Contributed by Zendesk staff member Barry Neary.
For the original conversation, see Skills-based Routing Views.