{
  "id": "skill-area:customer-support",
  "_kind": "SkillArea",
  "_file": "domain/skill-areas/skill-areas-external-systems.yaml",
  "_cluster": "domain",
  "attributes": {
    "displayName": "Customer Support Systems",
    "description": "Building and operating customer support infrastructure — ticket\nmanagement, knowledge bases, live chat, SLA tracking, and\nescalation workflows using Zendesk, Freshdesk, and Intercom.\n",
    "domains": [
      "domain:software-engineering"
    ],
    "expertiseLevels": [
      "intermediate",
      "expert"
    ]
  },
  "outgoingEdges": [
    {
      "from": "skill-area:customer-support",
      "to": "domain:software-engineering",
      "kind": "applies_to",
      "attributes": {
        "confidence": "primary"
      }
    }
  ],
  "incomingEdges": [
    {
      "from": "skill-area:sales-methodology",
      "to": "skill-area:customer-support",
      "kind": "prerequisite_for_learning",
      "attributes": {
        "strength": "recommended"
      }
    },
    {
      "from": "tool:plain",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:livechat",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:intercom",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:intercom",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:zendesk",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:zendesk",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:freshdesk",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:freshdesk",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:hubspot",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:hubspot",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:salesforce",
      "to": "skill-area:customer-support",
      "kind": "tool_used_by",
      "attributes": {}
    },
    {
      "from": "tool:salesforce",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "tool:servicenow",
      "to": "skill-area:customer-support",
      "kind": "used_for"
    },
    {
      "from": "role:helpdesk-engineer",
      "to": "skill-area:customer-support",
      "kind": "requires_expertise",
      "attributes": {}
    }
  ]
}