Understanding Service Order Fulfillment Using the Staffing Workbench

You can use the Staffing Workbench - Fulfill Orders page to manage the entire service order fulfillment process. Here you can review the current queue of orders that are assigned to you for fulfillment, identify those orders that require your attention, and perform a variety of tasks to find qualified resources to fulfill them. On the Fulfill Orders page, you can:

  • View the current queue of outstanding resource requests to fulfill.

    • View resource requests in a list or Gantt chart format.

    • Dynamically filter the requests on the page by their fulfillment progress.

    • Select one or more resource requests to process, and filter the view to display only those requests.

    • Add resource requests to the workbench that are assigned to another staffing coordinator.

  • Search for resources to fulfill requests.

    • Perform a search using Resource Matching.

      You can specify search options, such as resource group or resource pool, and personnel status. The selected search options define the set of resources for Resource Matching to evaluate when searching for suitable resources to fulfill the resource requests that appear in the work space. If you do not find suitable resources, you can change the search options on the fly and search again.

      You can specify the search settings, such as the relative importance of factor family fit scores and the maximum number of candidates to review for Resource Matching to use when looking for resources who fit the requirements on a resource request.

    • View resources who are recommended or who have submitted bids for resource requests.

    • Select resources to appear as candidates for a resource request in the work space.

    • If you use PeopleSoft Services Procurement, initiate a service requisition to search for third-party service providers to fulfill a resource request.

  • Evaluate candidates and select resources to assign, consider, interview, propose, or reserve for specific resource requests.

Workbench Tools Used to Evaluate Candidates

The Staffing Workbench provides easy access to the tools that you need to determine the best resources for open resource requests. From the workbench, you can:

  • Evaluate resource qualifications and preferences.

    The resource's Qualification fit score appears in the work space with a link to the Job Scorecard page. You can access the scorecard to review the accomplishments, competencies, preferences, or flexible qualification factors that are included in the fit score calculation for this combination of resource and resource request. The scorecard indicates if the resource is qualified, partially qualified, or not qualified to meet each requested accomplishment, competency, or flexible qualification factor. For any requested competency, the scorecard also displays the resource's interest level, if available, providing insight into the resource's preferences.

  • Evaluate resource availability.

    The resource's Availability fit score also links to the Job Scorecard page. The scorecard identifies existing tasks on the resource's schedule that conflict with the resource request dates. You can review the conflicting dates, hours, and tasks, drill down to make modifications as needed, and return to the workbench. From the workbench, you can also view a list of the resource's existing assignments, or open the resource's schedule to view or modify details about scheduled assignments or appointments.

  • Review resource profiles.

    Clicking a resource name opens the resource's profile. You can review the resource's general information, work experience, qualifications, and preferences.

  • View and modify service orders or resource requests.

    If you can't find a suitable resource for a resource request, you can open and modify the service order or resource request from a link on the workbench, save your changes, and return to the workbench.