Knowledge

Overview

Skills are the professional competencies and technical capabilities that Technicians and Crews possess to perform field service work effectively. Setting up Skills correctly helps the system:

• Assign the right person to the right job
• Prevent errors during Appointment assignment
• Optimize operational efficiency across all field service activities

How Skills Work in Work Orders

When creating a Work Order, you define the skills required to complete the job:

• Each Work Order can require one or more Skills
• These Skills act as qualification criteria for assigning Technicians or Crews

Skill Validation During Appointment Assignment

When you create a Service Appointment from a Work Order and assign a Technician or Crew:

• The system only allows selecting Technicians/Crews who have all the required Skills
• Technicians or Crews who do not meet the skill requirements will not appear in the assignment list

Example: A Work Order requires Skills: Electrical and Installation. Only Technicians/Crews who have both skills will be available for assignment.

Prerequisites

Before assigning Skills to Technicians or Crews, complete the following setup steps in Settings:

1. Create Technician Skills (Settings → Technician Skill)
2. Create Certificate Types (Settings → Certificate Type)

Part 1 – Setting Up Skills and Certificate Types

Step 1 – Create a Skill

1. Go to Settings → Technician Skill.
   
   
2. Click Add Skill.
3. Fill in the form:
   
   Name: The skill name (e.g., Electrical, Installation, Plumbing)
   Description: Optional description of what this skill covers
4. Click Save

Step 2 – Create a Certificate Type

Certificate Types are used when assigning Skills to Technicians or Crews. They categorize the type of certification associated with a skill.

1. Go to Settings → Certificate Type.
2. Click Add Certificate Type.
   
   
3. Fill in the form and click Save.
   
   

Part 2 – Assigning Skills to Technicians/Crews

Method A – Assign from the Skill Detail Page

1. Go to Settings → Technician Skill.
2. Click on a Skill to open its detail page.
   
   
3. Navigate to the Technicians tab.
4. Click Assign Technician.
   
   
5. The Assign Technician popup appears. Fill in the following fields:
   
   Technician: select a technician
   Skill: Auto-filled with the current Skill
   Level: Proficiency level: Beginner, Intermediate, or Expert
   Certificate Number: Unique certificate identifier per Technician
   Certificate Type: Select a Certificate Type (must be created in Settings > Certificate Type)
   Issuing Authority: Name of the organization that issued the certificate
   Renewal Status: Select the certification renewal status. There are three default options: Required, Not Required, and Pending. Only one option can be selected. See Renewal Status rules below
   Issue Date: Date the certificate was issued
   Expiry Date: Date the certificate expires
   Description: Additional notes about the certificate
   Attachments: Upload one or more certificate files
6. Click Save

To assign skills to Crews from the same page, go to the Crews tab  → click Assign Crew and enter the information in the same manner as described above.

Method B – Assign from the Technician/Crew Detail Page
Assign Skill to Technician

1. Go to Field Service → Technicians.
2. Open a Technician's detail page.
   
   
3. Navigate to the Skills & Certifications tab.
4. Click Add Skill.
   
   
5. Fill in the same fields as described in Method A above.
   
   
6. Click Save

Assign Skill to Crew

1. Go to Field Service → Crews.
2. Open a Crew's detail page.
   
   
3. Navigate to the Skills tab.
4. Click Assign Skill.
   
5. Fill in the same fields as described in Method A above.
   
   
6. Click Save