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Fry Chef
Fry Chef

Assigning Skills to Work Orders

We are looking at assigning a skill to a work order automatically and having this based on the associated installed Product. Is this accomplished via Skill Match Rules and is Schedule Optimization also needed?Additionally, are we restricted to just 1 required skill on the work Order or can multiple be identified as needed?

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Employee
Employee

Re: Assigning Skills to Work Orders

Hi Peter, Peter Stimson

You can assign multiple skills on a work order by defining Skill Match Rules. There can be multiple mandatory and optional skills needed for a work order. The skill match rules allows to define a hierarchical multi-level rule definitions to manage deep and complex rules for the organization.

The basic data to define Skill Match Rules  is to create Skills (master data). Refer here on how to create and manage Skills.

Once the Skills are created you can assign them to Service technicians. Please refer here for Managing Expertise in Service Team.

Currently the Skill Match Rules are executed on the work order only if the 'Dispatch Optimization' is enabled (Common -> Global Settings -> GBL007 (Enable Dispatch Optimization)) and is being used in OptiMax and Linx for ServicePower optimization products. The Skill Match Rules engine computes the necessary skills required for the Work order and updates the 'Skill Set' field. The data is computed in a JSON format to be consumed by OptiMax and Linx. You can read and use the computed Skills on the work order by writing a piece of custom code. I can share the additional details about the format.

The Skill Match Rules is part of the Multi Criteria Technician Matching (MCTM) engine that is used by OptiMax optimization engine to compute a list of Qualified Technicians List (QTL) that can be considered when scheduling a work order.

In the coming release (planned Spring'15) MCTM (including the Skill Matching Rules) is being integrated with the Dispatch Console, where you'll have the ability to search / match technicians based on the various matching dimensions. We will look at providing generic utilities to access the 'Skill Set' for easier consumption and management.

skill skillmatchingrules expertise mctm qtl

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Grill Chef
Grill Chef

Re: Assigning Skills to Work Orders

Boniface,

I'm looking to leverage the new MCTM in Spring 15. What would you think would be the best way to auto populate the "Skill Set" field? The Issue is that they have 40,000 Skills and there are 3 levels. They want to see the minimally qualified people as the first choice, but more qualified people as additional choices. Would there need to be a skill match rule to cover every Product since the skills are directly tied to the Products? We cant really use Products serviced because we need to know what expertise they are, not just that they have training on a particular Product.