Ensure that every field service appointment is assigned to a service resource with the right skills. Add skill requirements to work types, work orders, and work order line items so they can be checked against a service resource’s assigned skills.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To view skill requirements: | Read on the parent object (work orders or work types) AND Read on skills |
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To create, edit or delete skill requirements on work orders or work order line items: |
Edit on work orders AND Read on skills |
| To create, edit or delete skill requirements on work types: | Edit on work types AND Read on skills |
Adding required skills to work types saves you time and keeps your business processes consistent. Work orders and work order line items inherit their work type’s required skills. For example, a refrigeration company can add a skill requirement of Refrigerator Maintenance—skill level 50—to their Annual Maintenance work type. When a call center rep creates a work order for their customer’s annual fridge maintenance, selecting that work type on the work order adds the required skill.
If the Field Service managed package is installed, you can use Guided Setup to add required skills to work types. From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Then, click Go to Guided Setup, select Create Work Types and Skills, and enter skills in the Skill Requirements field of any work type.
You can also add required skills to work orders, work order line items, or work types from the Skill Requirements related list, outside of Guided Setup.
- Navigate to the record that needs required skills.
- In the Skill Requirements related list, click New.
- Select a skill. When you’re not using of Guided Setup, skills must be created before they can be added as a requirement; to learn how, see Create Skills for Field Service.
- Enter a skill level from 0 to 99.99 based on how your business measures skill level.
- Click Save. The skill now appears in the Skill Requirements related list on the record.
You can enforce skill requirements during schedule optimization using the Match Skills work rule. This rule ensures that appointments are assigned only to service resources who possess the required skills listed on the parent record. If you’re not using the Field Service managed package, skill requirements serve as a suggestion rather than a rule.