This chapter describes how skills are assigned to tasks, task templates, and technicians.
This chapter covers the following topics:
For each task you can assign the desired skills (product and non-product) and skill levels. In addition, you can associate skills to each technician. This makes it possible for Advanced Scheduler to match task skill requirements to the skill sets of the available technicians.
Skills can be product oriented, such as model TCT-500, or non-product oriented, such as language skills (French). You can also define and match skills at the product category level, such as Computers, which is ideal for companies that are managing a high volume of products and want to simplify the skills management process.
For information on setting up skills and skill levels, see Setting Up Skills Management, Oracle Field Service Implementation Guide.
Setup topics include:
Setting Up Rating Scales and Skill Levels
Defining Skill Types and Skills
This chapter covers the following topics:
After skills and skill levels are set up, use this procedure to assign skills and skill levels to tasks. The application supports product and product category skill levels.
Steps
Navigate to the Field Service Dispatch Center.
Click on the Planboard icon.
Select a task.
From the Navigate window, select Skills Assignment. The Skill Assignment window appears with the Task tab active.
In the Skills block, select a skill type such as Product Skill, Product Category Skills, or Language from the Type LOV.
Select the skill name from the Name LOV.
Select the skill level from the Skill LOV.
Save.
Note: You can select the Disable Skill check box if Advanced Scheduler should not take this skill into account.
You can assign skills to task templates at the product category level.
Steps
Navigate to the Field Service Dispatch Center.
Click on the Planboard icon.
Select a task.
From the Navigate window, select Skills Assignment. The Skill Assignment window appears.
Select the Task Template tab.
In the Task Template block, select a group from the Template Group name.
Select a task template from the Task Template list.
In the Skills block, select the desired skill (Product Category, Product, Non-Product) from the Type LOV.
Select the category from the Name LOV.
Select the skill level from the Skill LOV.
Save.
Note: You can select the Disable Skill check box if Advanced Scheduler should not take this skill into account.
You can associate skills such as product skills, product category skills or language skills to technicians, from the Dispatch Center.
Steps
Navigate to the Field Service Dispatch Center.
Click on the Planboard icon.
Right click a technician name.
Select Resource Skills Management. The Skill Management window appears with the Resources tab active.
In the Skills block, select a skill such as Products or Language, from the Type LOV.
Select the category from the Name LOV.
Select the skill level from the Skill LOV.
Save.