Create Task Recommendation Policies

Create policies to recommend the best available work order tasks for agents based on the specified rules and conditions.

Before you begin

Role required: admin, wm_admin, sn_task_recommend.task_rec_admin

About this task

You can use the default Standard task recommendation policy or create a new policy. The following steps explain how you can create a policy.

Procedure

1. Navigate to Field Service > Task Recommendation Administration > Task Recommendation Policies.
2. Click New.
3. On the form, fill in the fields.

   Table 1. Task Recommendation Policy

   Field	Description
   Display Name	Display name of the task recommendation policy.
   Name	Name of the task recommendation policy stored in the wm_task table.
   Table	Task table that is selected for the recommendation policy.
   Applicable to	Applications that are supported for the policy.
   Application module	Application module under which the policy exists.
   Application	Application that contains this record.
   Active	Option to indicate whether the policy is available for consideration when recommending work order tasks.

4. In the Query condition field, add filter conditions to recommend tasks.
   1. To recommend the best matched tasks that are in the Pending Dispatch state to an agent, click Add Filter Condition and create the condition.
      For example, [State] [is] [Pending Dispatch] AND [Active] [is] [true].
   2. To apply an alternate condition set to the query, click Add "Or" Clause and add conditions for the second set.
5. Click Submit.

Result

The recommendation policy is created successfully. The policy has the Filtering Constraints and Ranking Criteria related lists.

What to do next

You can customize optional filter constraints and ranking criteria. For more information, see Create a filter constraint or a ranking criteria for a task recommendation policy.