Skills represent certifications and areas of expertise in your field service workforce. Skills, service resource skills, and skill requirements have the following fields. Some fields may not be visible or editable depending on your page layout and field-level security settings.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
Skill
Skills represent a certification or area of expertise. They are created in Setup.
| Field Name | Description |
|---|---|
| Name | The name of the skill. |
| Description | The description of the skill. |
| Developer Name | The unique name of the skill in the API. |
Note When you create a skill, leave the Assign Users and Assign Profiles sections blank. They
are specific to Chat, which also uses skills.
Service Resource Skill
Service resource skills are skills that are assigned to a service resource. They appear in the Skills related list on service resource detail pages.
| Field Name | Description |
|---|---|
| End Date | The date when the skill expires. For example, if a resource must be re-certified after six months, the end date would be the date their certification expires. |
| Service Resource | The resource who possesses the skill. |
| Skill | The skill the resource possesses. |
| Skill Level | The resource’s skill level. Skill level can range from zero to 99.99. |
| Start Date | The date when the resource gains the skill. For example, if the skill represents a certification, the start date would be the date of certification. |
Skill Requirement
Skill requirements are skills that a service resource needs to complete a task. They appear in the Skill Requirements related list on work type, work order, and work order line item detail pages.
| Field Name | Description |
|---|---|
| Related Record | The work order, work order line item, or work type that the skill is required on. |
| Skill | The required skill. |
| Skill Level | The required skill level. Skill level can range from zero to 99.99. |