A service territory can have multiple service resources assigned to it, which includes
sales reps, service technicians, and service agents. The territory also has multiple work types
associated with it such as general vehicle checkup, body and paint work, test drive assistance,
and engine repairs. Assign skills to service resources to indicate their areas of expertise, and
assign skills to work types to define the type of expertise required to perform the job. The
scheduling flow in Automotive Cloud matches the skills of available service resources in a
territory to the skills required for the selected work type to help users make the right
choice.
Required Editions
| Available in: Enterprise, Unlimited, and Developer
Editions. |
| User Permissions Needed |
| To assign skills: |
Create access on Skill Requirement and Service Resource Skill |
Make sure that your admin has defined a global list of skills for your company in
Setup.
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On a service resource record page, go to the Related tab.
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Click Assign Skills on the Service Resource Skills related list, and
select all relevant skills for the resource.
A service resource can be assigned to an appointment only if the resource has all the
skills that are required for the work type associated with that appointment. For test drive
appointments, assign the same skills to the Asset and Technician type service resources.
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Click Next.
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Enter a skill level from 0 through 99.99
based on how your business measures skill level.
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Enter a start date and an end date.
For example, if a service technician must be recertified in the collision repair and
refinish skill every two years, enter an end date two years later than the start date.
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Click Save.
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On a service work type page, go to the Related tab.
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Click New on the Skill Requirements related list.
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In the Skill Required field, select a skill.
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Enter a skill level from 0 to 99.99 based on
how your business measures skill level.
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Click Save.
