Mobileforce FSM allows you to define Skills, which are assigned to both Users and to Service Tasks.
- Admins create or edit User profiles, where the Skills are assigned to the user based on their training and experience, typically when the User is initially created, or when a technician has updated training or experience.
- Agents create Service Tasks assigning the Skills required to complete the task.
- Dispatchers create appointments where the Service Tasks are assigned to Technicians. Mobileforce FSM allows the Dispatchers to match the Skills between the task and the technician.
Often Agents receive information regarding work that requires multiple skills from two or more users. In this scenario, Agents create a Work Order, which can be associated with multiple Service Tasks.
Disabling Skills Matching
Mobileforce allows you to enable and disable skills matching at the application level. By default, skills matching is enabled, allowing admins to assign the applicable skills to technicians, and agents to specify the required skills needed to complete a service task.
Skills matching can be disabled in Mobileforce FSM. Please contact Mobileforce Support to turn this feature off.
Admins work with Mobileforce to define the skills for their organization. When defining skills you must deveop a strategy that makes sense for each organization, especially regarding the Skills Required Constraint feature, which allows Agents to create Service Tasks that do one of the following:
- Require a Technician to have All of the specified skills.
- Requre a Technician to have Any (at least one) of the specified skills.
An organization that specializes in home repair can create the following Service Tasks:
- For a job that requires the technician to fix a leaky faucet, an Agent creates a Service Task requiring a technician with either Plumbing or General Handyman skills. Where Skills Requiring Constraint is set to Any.
- For a job that requires the technician to remodel a bathroom, an Agent creates a Service Task requiring a technician with both Plumbing and General Handyman skills. Where Skills Requiring Constraint is set to All.
Additionally, you can use the skills to cross-reference both specific skills and levels of expertise.
An organization provides network and software support. In addition to the skills, Admins add Junior and Senior to the list of Skills in addition to their normal list of skills.
- For a job that requires a technician to upgrade the operating system for a server for a small client, an Agent creates a Service Task requiring both Software Admin and Junior skills.
- For a job that requires a technician to upgrade the operating system of every laptop and server for an Enterprise-level client, an Agent creates a Service Task requiring both Software Admin and Senior skills.