[Music] as a skill admin you can use business rules to automatically identify skills required for incidents or interactions your skill determination rules run on all new incidents and interactions when an incident or interaction meets the conditions in any of the rules the required skills are added to the record then the record gets routed to the agents with the right skills there are two types of skill rules one for common i.t skills and the other for language detection the language rule identifies the language in the short description field and adds that language as a required skill let's create a rule for it skills the rule applies to new records in the incident table the condition is that the subcategory field is vpn and the required skills are network and router and switch [Music] now whenever the subcategory of a new incident or interaction is vpn those skills are added to the record and it gets routed to agents with those [Music] skills you