Companies that use skills-based routing require analysts to create and maintain a skills inventory that correlates the products, systems, and services supported by the service desk to each analyst's level of skill.

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Skills-based routing in a service desk environment involves directing customer inquiries to the most appropriate analyst based on their specific skills and knowledge. To effectively implement this, companies need to maintain an up-to-date inventory of each analyst's skills as they relate to the products, systems, and services supported, ensuring inquiries are matched with the right expertise.

Companies That Use Skills-Based Routing Require Analysts to Create and Maintain