Setting Up Competency Information in PeopleSoft CRM
To define competency information, use the Review Rating (CM_REVW_RATING), Competency Type (CM_TYPE_TABLE), and Competency (COMPETENCY_TBL) components.
If you do not synchronize competency information with another system by using the Person Competency EIP, you can manually define competency rating models, competencies, and the competency proficiency for workers by using components in PeopleSoft CRM.
This topic discusses how to set up competency information in PeopleSoft CRM.
|
Page Name |
Definition Name |
Usage |
|---|---|---|
|
CM_REVW_RATING_TBL |
Define codes that you want to use to indicate a provider group or worker's level of proficiency for a competency that is required to perform a service or support a product. |
|
|
CM_TYPE_TABLE |
Define competency types, broad categories of competencies that are relevant to particular positions or projects. When you define a competency, it can be associated with one or more types. |
|
|
COMPETENCY_TABLE |
Establish IDs for competencies and then tie the ID to the rating model and competency types. |
Use the Competency Rating Model page (CM_REVW_RATING_TBL) to define codes that you want to use to indicate a provider group or worker's level of proficiency for a competency that is required to perform a service or support a product.
Navigation
Image: Competency Rating Model page
This example illustrates the fields and controls on the Competency Rating Model page.
A rating model specifies how you measure a provider group or worker's proficiency for a particular competency.
Rating Levels
|
Field or Control |
Definition |
|---|---|
| Rating |
Enter a code that represents the rating level. When defining a rating, you must enter a code by using one alphanumeric character. |
| Description |
Enter a description of the rating code by using up to 30 alphanumeric characters. Note: Include the numeric number of the rating at the beginning of the rating level description. This enables the system to display the rating descriptions in numerical order instead of alphabetical order on the prompts where users select ratings levels. |
| Rating Points |
Enter a numeric value that the assignment engine uses to represent the relative importance of each rating. Important! When defining rating point scales for rating models that are used to rate the proficiency of a provider group or worker, use a numeric rating system in which the highest number of points represents the highest level of proficiency. Otherwise, the fit score values that the assignment engine calculates will not accurately reflect the best qualified candidate. The minimum proficiency, however, is tied to a service, not within the rating model. |
Use the Competency Types page (CM_TYPE_TABLE) to define competency types, broad categories of competencies that are relevant to particular positions or projects.
When you define a competency, it can be associated with one or more types.
Navigation
Image: Competency Types page
This example illustrates the fields and controls on the Competency Types page.
Although competency types are not used by the system, you can develop reports that reflect competency categories.
Use the Competencies page (COMPETENCY_TABLE) to establish IDs for competencies and then tie the ID to the rating model and competency types.
Navigation
Image: Competencies page
This example illustrates the fields and controls on the Competencies page.
Competencies can represent any provider group or worker skills, abilities, knowledge, product support areas, or behaviors that are pertinent to jobs in the organization, such as the ability to repair and maintain specific products or equipment, knowledge of specialized manufacturing processes, or expertise with computer programming languages. The codes can be broad or detailed and can represent any type of competency.
To enable system-suggested assignments on service orders, define each skill that is required to complete work on a service order as a competency in your system. To enable system-suggested assignments on cases that are based on the problem type, category, type or detail that the user specifies, define competencies that correspond to this information.
|
Field or Control |
Definition |
|---|---|
| Description |
Enter a description that uses up to 30 alphanumeric characters. Note: These descriptions should make sense to a user that is viewing a list of problem types. For example, competencies like Works independently or Microsoft Certification are probably not appropriate descriptions for problem-type competencies. If the product is a laptop, appropriate problem type competencies may include hard drive and network connectivity. |
| Rating Model |
Select the model that is used to evaluate a provider group or worker's degree of expertise for this competency. Establish rating models on the Competency Rating Model page. |
| Type |
Select competency types for this competency, if applicable. Establish competency types on the Competency Types page. |
You establish competency proficiency for provider groups on the Group Competencies page of the Provider Groups component. Similarly, you establish competency proficiency for workers on the Competencies page of the Worker component.
The system uses the level of competency proficiency that you define for provider groups and workers to evaluate whether the provider group or worker is qualified to perform work on a service order or provide support on a case. You can also track the competency proficiency of your workforce for informational purposes.
In PeopleSoft Integrated FieldService, the system evaluates which workers are qualified to perform work on a service order by matching the minimum level of competencies that you define for the associated service or service activity with workers' proficiency for the corresponding competencies.
In PeopleSoft call center applications, you establish minimum competency proficiency requirements for the problem type, category, type or detail information on cases, which the system uses when performing call center agent assignment.