Work Rule Type: Match Skills
Match Skills is a Field Service Apex work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
This is a Field Service managed package feature.
The Match Skill work rule is time-phased, meaning the rule validates that the service resource has the required skills and skill level when a work order is assigned, as these values can change.
Work rules of this type contain the following settings.
| Field Name | Description |
|---|---|
| Match Skill Level | If selected, service resources whose skill level is lower than the level listed on an appointment’s parent record’s Skill Requirement record aren’t considered as candidates. Match Skill Level isn't supported when you’re using the Match Skills work rule with At Least One Skill Matches (OR) selected for the Skill Type Logic. |
| Skill Type Developer Name | The developer name of the Skill Type found on the Skill record in Setup. This field is hidden for users by default. To use it, update its field-level security settings in Setup and add it to your page layout. With Skill Type you can classify your skills in Setup and control which of your skills the Match Skill work rule logic applies to. For example, an organization has two types of resource Skills: Hard Skills, such as on-the-job training, and Soft Skills. After you define Skill records in Setup with these Skill Type names, you can, for example, enforce the match of only the Hard Skills skill type. To do this, define the name of that skill type here for the Match Skill work rule. If this field is empty, the Match Skill work rule applies to all Skills in Setup that don't have a Skill Type defined. It doesn’t apply to Skills which have a Skill Type defined. |
| Skill Type Logic | Defines the logic between the skill requirements as All Skills Match (AND) (this is the default) or At Least One Skill Matches (OR). You set the logic for each skill type. Using the OR logic, you can qualify more service resources to match at least one, but not necessarily all, skill requirements of a certain skill type. At Least One Skill Matches (OR) is supported only when you’re using Enhanced Scheduling and Optimization. If you aren’t using Enhanced Scheduling and Optimization, the All Skills Match (AND) logic is used regardless of this setting. For example, a service appointment requires a caregiver who can perform procedures required for diabetes care and the caregiver must speak English or Spanish. If speaking only one of the languages specified on a Work Order is required, you can use the Skill Type Logic of At Least One Skill Matches (OR) so that candidates aren’t required to have all the skills in the Match Skills work rule. In Setup, set the Skill Type for this set of skills to a common name, such as Language. The Match Skills work rule checks if the service resource has at least one of the Language type skills for the resource to be a match. By using the All Skills Match (AND) logic, candidates must have all the skills for the skill type. If no Skill Type Developer Name is entered, the skill type logic applies to all the skills that have no skill type. If you don't want to apply a Skill Type Logic, keep the Skill Type field empty for all your skills to make sure the Match Skills rule is applied. If no Skill Type Logic value is entered the default is All Skills Match (AND). |
Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy.
