Configuring the mandatory skills feature

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Configuring the Mandatory Skills Feature

    The mandatory skills feature is an optional capability in the Customer Service Management (CSM) and Field Service Management (FSM) applications, allowing you to set essential skills required to complete tasks. This feature enhances task assignment accuracy and ensures that team members possess the necessary skills for their roles.

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    Key Features

    • Configuration for Customer Service Management: Adjust the Case form to use the Task Skills [taskm2mskill] table and mark mandatory skills as True. You may also migrate existing skills data using the Migrate Skills to Task Skill M2M script.
    • Configuration for Field Service Management: Enable the work.management.use.mandatory.skills property and configure the Work Order form similarly to CSM. Use the migration script for existing records as needed.
    • Dynamic Scheduling: Update matching criteria for dynamic scheduling to incorporate mandatory skills.
    • System Properties: Important properties include enabling mandatory skills and listing tables for migration, which can be managed in the System Property table.

    Key Outcomes

    By configuring mandatory skills, organizations can ensure that tasks are assigned to agents with the required expertise, improving service quality and operational efficiency. The system properties help manage and track the migration of skills effectively, preventing duplicate entries and ensuring data integrity.

    Configure the mandatory skills feature for use with the Customer Service Management and Field Service Management applications.

    Mandatory skills is an optional feature included with the Customer Service Management and Field Service Management plugins. Use the steps below to configure this feature with the desired application.

    Customer Service Management configuration

    To configure the mandatory skills feature for use with Customer Service Management:
    • In the Case form:
      • Configure the form layout to use the Task Skills [task_m2m_skill] table.
      • In the Task Skills table, set the Mandatory field to True to identify skills that are mandatory to complete a task.
        Note:
        The Case form should use either the Skills field or the Task Skills table, but not both.
    • [Optional] For existing cases that have data populated in the Skills field on the Case form, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table. For more information, see Migrate skills to the Task Skill table.
    • If you are using the assignment workbench, replace the Matching Skills matching criteria with the Matching Skills - Mandatory Skills Support matching criteria. For more information, see Matching rules for case assignment.

    Field Service Management configuration

    To configure the mandatory skills feature for use with Field Service Management:
    • Enable the work.management.use.mandatory.skills system property.
    • Configure the Work Order form and the Work Order Task form to use the Task Skills [task_m2m_skill] table.
    • [Optional] For existing work orders and tasks that have data populated in the Skills field on the Work Order and Work Order Task forms, run the Migrate Skills to Task Skill M2M script to move this data to the Task Skills table. By default, this fix script migrates the skills from existing entries in the Case, Work Order, and Work Order Task tables to the Task Skills table and configures them as optional skills. For more information, see Migrate skills to the Task Skill table.
    • If you are using dynamic scheduling, update the task filter for the dynamic scheduling configuration and replace the Matching Skills for Dynamic Scheduling matching criteria with the Matching Mandatory Skills for Dynamic Scheduling matching criteria. For more information, see Create a task filter.
    For configuring optional skills, navigate to Field Service > Administration > Configuration, click the Assignment tab and set Auto-selection of agents for tasks requires them to have skills to one of the following:
    • All - indicates that the agent must have all optional skills listed in the task for task assignment.
    • Some - indicates that the agent must have at least one optional skill listed in the task for task assignment.
    • None - indicates that the agent is not required to have any optional skill.

    Mandatory Skills system properties

    The Migrate Skills to Task Skill M2M script migrates skills from existing tasks to the Task Skills [task_m2m_skill] table. Configure the task tables included in the migration using the skills_management.migration system property.

    The mandatory skills feature adds the following system properties.
    Note:
    To open the System Property [sys_properties] table, enter sys_properties.list in the navigation filter.
    Table 1. Properties installed with Mandatory skills feature
    Property name Description
    work.management.use.mandatory.skills Enables the mandatory skills feature and indicates that the Task Skills [task_m2m_skill] table is being used for work orders and work order tasks.
    • Type: true/false
    • Default value: false
    skills_management.migration Lists the task tables to migrate to the Task Skills [task_m2m_skill] table when an admin runs the Migrate Skills to Task Skill M2M script.
    • Type: choice list
    • Default value: wm_task,customerservice_case,wm_order
    com.snc.skills_management.task_skill_migrated_tables Contains a list of tables for which the Skills field has already been migrated to the Task Skills [task_m2m_skill] table. If the table name is listed in this property, the data has been migrated and will not be migrated again.
    • Type: choice list
    • Default value: none