Create Skills for Field Service
Assign skills to service resources to represent certifications or areas of expertise. Add skill requirements to work types, work orders, and work order line items to indicate the skills needed to complete the work. If you select the Match Skill Level field in the Match Skills work rule, service appointments are only scheduled to service resources who have the same or higher skill level requirement.
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. |
| User Permissions Needed | |
|---|---|
| Create and update skills in Setup: | Customize Application |
| Assign skills to service resources: | Edit on service resources |
| View service resources’ skills: | Read on service resources |
| Add required skills to work orders or work order line items: | Edit on work orders |
| Add required skills to work types: | Edit on work types |
If the Field Service managed package is installed, you can easily create and assign skills in Guided Setup when you create work types and service resources.
If you’re not using Guided Setup, create skills in Setup first. Then, assign them to service resources or create skill requirements.
-
Decide how to measure skill level. Skills and skill requirements can be assigned a skill
level between 0 and 99.99. For example, use the Skill Level field to indicate years of
experience, or create a matrix that corresponds professional license classes to skill level
numbers.
Note- Create validation rules to limit potential skill level values. For example, only allow multiples of 10.
- Create field-level help to let your users know how skill level is determined.
-
Create skills in Setup.
- From Setup, enter Skill Settings in the Quick Find box, then select Skills.
- Click New and enter a name, like Electrician Certification, and a description.
- You can assign a Skill Type to group similar skills.
- Skip the Assign Users and Assign Profiles sections, which are specific to Chat.
- Save your changes.
-
Assign the skill to service resources (supported in both Salesforce Classic and Lightning
Experience).
- You can create and assign a service resource skill from a service resource record. In the Skills related list, select New, or select Assign Skills to assign an existing skill.
- Select a skill, and enter a skill level from 0 to 99.99.
-
Enter a start date and, if needed, an end date. For example, if a mobile worker must be
recertified in a particular skill every six months, enter an end date that’s six months later
than the start date.
Note
- The Field Service managed package comes with the Skill Selector Visualforce page component (vf034_Skill_Selector_V2_Resource_Page) that supports up to 3000 records listed alphabetically by skill name. Any other skills aren’t loaded, such that even if they’re assigned, they aren’t displayed.
- When you enter a start and end date in the Skills related list, these dates are shown in your user timezone. When you’re using the Assign Skills action, the start and end dates are shown in the service resource's timezone.
- Save your skill.
-
Add the skill as a requirement on work types, work orders, or work order line items
(supported in both Salesforce Classic and Lightning Experience). Work orders and work order
line items inherit their work type’s skill requirements.
- From a work type, work order, or work order line item record, create a skill requirement in the Skill Requirements related list.
- Select a skill, and enter a skill level from 0 to 99.99.
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Save your skill requirement.
Note Skills can't be deleted. If a skill is no longer in use, add a prefix to the skill name, for example, add zDoNotUse_ to move the skill to the bottom of the list.
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