Add required skills to work orders, work order line items, or work types to ensure that the assigned service resources possess the right skills.
If a work order or work order line item can only be completed by a service resource with a particular set of skills, add required skills
to the record. Required skills help dispatchers assign the record to a service resource with the proper expertise. You can still assign a work order, work order line item, or related service appointment to a service resource that does not
possess the required skills, so required skills serve more as a suggestion than a rule.
If you’re using the Field Service Lightning managed packages, you can use matching rules to ensure that appointments are only assigned to service resources who possess the required skills listed on the parent work order.
If many of your work orders require the same skills, we recommend adding required skills to work types
to save yourself some time and keep your processes consistent. When you add a required skill to a work type, work orders and work order line items that use that type automatically inherit the required skill. For example, if you know that all annual maintenance visits for your Classic Refrigerator product require a Refrigerator Maintenance skill level of at least 50, you can add that required skill to the Annual Maintenance Visit work type. When it’s time to create a work order for a customer’s annual fridge maintenance, adding that work type to the work order adds the required skill as well.
- When you create a work order from a work type, it inherits the work type’s required skills, but you can then add or remove required skills on the work order.
- Changing the required skills on a work type doesn’t affect the required skills on work orders that were created from that work type.
- If you add a work type to an existing work order, the work order only inherits the work type’s required skills if the work order didn’t yet have required skills. The same is true for work order line items.
- Work order line items don’t inherit their parent work order’s required skills.
To add a required skill to a work order, work order line item, or work type: