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 in OJET
Navigate to the Field Service Dispatch Center.
Navigate to the Schedule and Dispatch dashboard, select a task from task list and navigate to the Task Skills tab.
Select the Add icon.
Select a skill from the Skill Type LOV.
Select the skill name from the Skill Name LOV.
Select the skill level from the Skill Level LOV.
Click Add.
Note: You can select the Disable checkbox if Advanced Scheduler should not take this skill into account.
Steps in Forms
Navigate to the Field Service Dispatch Center.
Click 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 checkbox if Advanced Scheduler should not take this skill into account.
You can assign skills to task templates at the product category level.
Steps in OJET
Navigate to the Field Service Dispatch Center.
Navigate to the Schedule and Dispatch dashboard, select Setup from the menu, select the Skill Management tab, then select the Task Template Skills Setup subtab.
In the Task Template Skills Setup section, select a template from the Template Group Name LOV.
Click Search.
In the Task Template Skill Setup section, select a task template.
In the Template Skills section, click the Add icon. A window appears for you to define template skills.
Select the following:
Skill type from the Select Skill Type LOV
Skill name from the Select Name LOV.
Skill level from the Select Skill Level LOV.
A date from the Active From calendar.
Click Add. The skill should appear in the Template Skills section.
Steps in Forms
Navigate to the Field Service Dispatch Center.
Click 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 checkbox 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 in OJET
Navigate to the Field Service Dispatch Center.
Navigate to the Schedule and Dispatch dashboard, select Setup from the menu, select Skill Management tab and the Resource Skills Setup subtab.
In the Resource Skills Type section, select a resource type and resource name from the following lists:
Resource Type LOV
Resource Name LOV
Click Search.
To add a skill, click the Add icon.
Select the following:
Skill type from the Select Skill Type LOV.
Skill name from the Select Skill Name LOV.
Skill level from the Skill Level LOV.
Skill shift from the Skill Shift LOV.
A date from the Active From calendar.
Optionally, a date from the Active To calendar.
In the Skills section, click Add. The skill should appear in the Skills section and when you search from this skill, the resource should appear in the results.
Select Resource Skills Management. The Skill Management window appears with the Resources tab active.
In the Skills section, 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.
Steps in Forms
Navigate to the Field Service Dispatch Center.
Click the Planboard icon.
Right-click 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.