Intelligent Task Recommendations components

Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.

Intelligent Task Recommendations adds the Task Recommendations Administration menu to the application navigator. The feature adds the following modules:

• Task Recommendation Policies
• Task Recommendation Applicabilities
• Recommendation Criteria
• Task Recommendation Properties

Tables

Field Service Management Intelligent Task Recommendations adds the following tables.

Table 1. Tables installed with the Intelligent Task Recommendations components feature

Table	Description
Task Recommendation Policy Related Criteria [task_rec_m2m_recommend_policy_criteria]	Stores the related criteria records for task recommendation policies.
Task Recommendation Applicability [task_rec_recommendation_applicability]	Stores the application records along with their default task recommendation policies.
Recommendation Criteria [task_rec_recommendation_criteria]	Stores the task recommendation criteria records.
Task Recommendation Policy [task_rec_recommendation_policy]	Stores the task recommendation policy records.

Business Rules

Field Service Management Intelligent Task Recommendations adds the following business rules.

Table 2. Business rules installed with the Intelligent Task Recommendations components feature

Business rule	Table	Description
Validate order and weight	Task Recommendation Policy Related Criteria [task_rec_m2m_recommend_policy_criteria]	Ensures the order of filter constraints and the weight and order of ranking criteria for a task recommendation policy. This value must be a positive integer number.
Validate table for policy and criteria	Task Recommendation Policy Related Criteria [task_rec_m2m_recommend_policy_criteria]	Validates that the same tables are selected in the Prefetched table field of a recommendation criteria and in the Table field of a task recommendation policy.
Validate delete of recommendation policy	Task Recommendation Policy [task_rec_recommendation_policy]	Prevents the deletion of a policy if the policy is specified in the Default task recommendation policy field of the Task Recommendation Applicability form.

Intelligent Task Recommendations system properties

Intelligent Task Recommendations uses the following properties.

These properties are located at Field Service > Task Recommendations Administration > Task Recommendation Properties.

Table 3. System properties for Task Recommendation

Property	Definition
sn_task_recommend.max_return_tasks	Sets the maximum number of tasks to be returned to the dispatcher. Type: Integer Default value: 5
sn_fsm_task_rec.task_recomm_geo_routing_travel_calculation_method	Uses Google Maps API, Beans.AI, or straight-line estimates to calculate the estimated agent travel time. Calculates the distance to task locations based on the route taken by the agent. Type: Choice list Default value: Use Google Maps API
sn_fsm_task_rec.task_recomm_use_geo_history	Enables the system to look up the agent location using the geo history table. Type: true/false Default value: true
sn_task_recommend.logging_level	Controls the logging level displayed for Field Service Management while recommending tasks. Type: Choice list Default value: Error

Predefined recommendation criteria

There are two types of recommendation criteria, filter constraints and ranking criteria. The system provides a set of predefined criteria.

Recommendation criteria

The following are a few built-in recommendation criteria for Intelligent Task Recommendation. When configuring intelligent task recommendation settings, you can use one or more of these criteria in your task recommendation policies.

Table 4. Filtering Constraints

Name	Description
Exclude rejected technicians	Filters tasks that have been rejected by the agents in the specified time period. The default value is 24 hours. You can configure the time value using the work.management.rejected.technician.duration property.
Exclude tasks agent cannot travel to	Filters out tasks that the agent cannot travel to in the selected time window.
Must have mandatory parts	Filters out tasks for which the defined mandatory parts are not available with the agent.
Must have mandatory skills	Filters out tasks for which the defined mandatory skills are not possessed by the agent.
Filter Tasks on Agent Efficiency Criteria	Filters out the tasks that match with the agent's efficiency. Note: Requires the activation of the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency).

Table 5. Ranking Criteria

Name	Description
Distance from task	Rates tasks based on the travel distance. Rates whether the time needed by an agent to travel from the agent's current location to the task location is within the selected time window.
Matching parts	Rates tasks based on whether the agent has the matching parts required to complete the task. Mandatory parts are not honored in the ranking criteria. To filter out tasks for which the agent does not have the mandatory parts, you must add the Must have mandatory parts filter constraint.
Matching skills	Rates tasks based on whether the agent has the skills required to complete the task. Mandatory skills are not honored in the ranking criteria. To filter out tasks for which the agent does not have the mandatory skills, you must add the Must have mandatory skills filter constraint.
Rank Tasks On Agent Efficiency Criteria	Ranks the tasks that are pending to be dispatched, based on the Agent Efficiency Criteria. Note: Requires the activation of the Field Service Agent Efficiency plugin (com.snc.fsm_agent_efficiency).