1. Using Capacity Service
  2. Example: Assigning Work Skills to the Activities

Example: Assigning Work Skills to the Activities

Activity assignment is the process of selecting a resource and processing the association with an activity.

Assigning activities are based upon:

  • Identifying the work skills

  • Identifying the work skill conditions

  • Mapping/Routing activities with the resources

In the following example, we use a work skill condition with the following requirements to map an incoming activity with the resource.

Work skills requirements:

  • A work skill type ‘Install’: The activity must have a skill type ‘Install’ to receive the work skills in this work skill condition.

  • A required level ‘50’: The activity must have a minimum work skill level 50 for the work skill.

  • A preferable level ‘70’: Oracle Fusion Field Service prioritizes this activity to be routed early in the routing process so that the more experienced resources are available. Preferable levels are on a scale of 0 to 100.

Work skill conditions:

  • A condition that the activity has a work order type ‘Install’: The incoming activity must have a work order type ‘Install’.

  • A condition that the activity requires VIP service: The activity must have the “VIP” note in the activity notes sections.

Mapping and Routing process:

  1. The customer service representative schedules an installation activity in the activity booking system. The activity booking system assigns a work order type ‘install’ to the activity. It also adds an activity note ‘VIP’ because this customer is a preferred customer.

  2. Oracle Fusion Field Service receives the activity from the activity booking system.

  3. Oracle Fusion Field Service identifies the work order type and the activity note and then maps the activity with the work skill conditions.

  4. Oracle Fusion Field Service reviews the rest of the work skill conditions for the apt resource assignment. In addition to the VIP requirement, this work skill condition also needs a required level ‘50’ and a preferable level ‘70’.

  5. During the routing process, Oracle Fusion Field Service routes this activity early because the preferable level is high. This ensures finding a highly skilled resource.

  6. Oracle Fusion Field Service looks for the resources that have the work skill condition as ‘VIP’ and retrieves several resources.

  7. Oracle Fusion Field Service checks the list of available VIP-qualified resources that has a minimum work skill level for the install work skill as ‘50’.

  8. Oracle Fusion Field Service finds two available resources with a skill level of at least 50. Raul has a work skill level for Installs as ‘75’ and Serena has a work skill level for installs as ‘55’.

  9. Oracle Fusion Field Service assigns the activity to Raul as his skill level is the closest match to the preferable level. Raul also has the VIP qualification and is available during the service window. He is the best match for this activity.