Defining Billing Language Skills in Zendesk
What are the steps to define billing language skills in Zendesk?
Defining billing language skills in Zendesk involves creating a skill type, adding skills, and assigning them to agents. This ensures calls are routed to agents with the right language skills.
Start by going to the Admin Center, click 'Objects and rules' in the sidebar, and select 'Business rules > Skills'. Create a skill type named 'Billing Language' and add skills like 'BillingEN' or 'BillingFR'. Assign these skills to agents by clicking 'Manage' under Agents and selecting the appropriate agents based on their language and location. Each skill must be assigned to at least one agent to be effective.
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