|Announced on||Rollout starts||Rollout ends|
October 25, 2022
October 25, 2022
October 31, 2022
Zendesk is excited to announce an improved experience for business rules permission, available to Enterprise customers.
Business rules permission refers to managing access to triggers, automations, skills, SLAs, and viewing business rules analysis. Enterprise customers can find it under the Roles page in the Admin Center.
Previously, the ability to view and manage skills was found under the singular “Other Business Rules” permission. With this change, "Skills" is now a standalone permission. This means that an admin may allow a role only to manage skills and not to access business rules analysis.
This is part of a larger project to offer more granular control of business rules management.
Why is Zendesk changing this?
Admins need the ability to manage access to the various business rules permissions at a more granular level. This enables admins to specify which parts of the business rules an agent should have access to.
What do I need to do?
You don't need to do anything. This enhancement is automatically available to all Enterprise customers.
For more information, see Creating custom roles and assigning agents.
Question: Can you confirm whether this new Skills permission will allow these agents to add and remove skills from agents?
Answer: Yep, if an agent has access to 'skills', then they'll have access add and remove skills from agents.
It looks like at the moment the permission only allows you to add and remove skills from agents through admin centre. When will it allow you to add and remove skills from agents on their profile? At the moment if I give Team Leads this permission they still can't see which skills their engineers have without going into every skill.
This is super excellent. Can you confirm whether this new Skills permission will allow these agents to add and remove skills from agents?
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