A member of an organization will have a set of skills and competencies which can be graded based on experience and performance. Examples include counseling skills, computing skills, and language skills. An organization will often employ competency models and job templates for the different work that users are required to complete. The organization is provided with the ability to maintain a database of user skills and abilities that can be linked directly to each user's profile. This means work can be allocated to the most appropriate user. For example computing tasks can be assigned to users with computing skills. It also provides those who allocate the work with the information they need to distribute work in an optimal way for example, more challenging computing tasks can be assigned to users with a higher level of computing skills.
By maintaining language skills, it helps an organization to automatically determine whether clients within a case have a requirement for a translator, by comparing the language skills of the case owner of the case to the preferred language of the clients.