Zoho FSM | Set Up Skills

Set Up Skills

Skills refer to the professional abilities and competencies that the field agents and crews possess to perform their job duties effectively. When a work order is created, the skills required to accomplish the work order are added. In the dispatch console, you can assign service appointments to field agents or crew based on their skills.

 Available in Editions: Premium

Create Skills

Info
- Permission Required: Skills
- Find out the Edition-specific limits for Skills.

To add a skill:
  1. Navigate to Setup > Workforce > Skills and click Add Skill.
  2. Enter the following details, then click Create:
    1. A name in the Skill Name field.
    2. A Description of the skill.


Manage Skills 

You can edit or delete the skills:
  1. Navigate to Setup > Workforce > Skills.
  2. Hover over the name of the skill for the Edit [], and Delete [] options.

Assign Skills to Users/Crews

To assign a skill to a user:
  1. Navigate to Setup > Workforce > Skills.
  2. Click on the skill you want to assign to the user/crew.
  3. Click Assign.
  4. Enter the following information and click Create:

    Skill Information
    a. Service Resource: The user/crew to whom you want to assign this skill.
    b. Level: The proficiency level of the user/crew for this skill. The maximum value that can be assigned is 100.

    Certificate Details
    c. Description: Details of any certification done by the user/crew.
    d. Certificate ID: A unique identifier for the certification.
    e. Issuing Authority: The type of body or agency that has issued the certificate.
    f. Issue Date: The date the certificate was issued.
    g. Expiry Date: The date the validity of the certificate will expire.
    h. Renewal Status: The renewal status of the certification.
    i. Certificate Type: The category of the certification.
    j. Certificate Status: The status of the validity of the certification.
    This field will be displayed only if you select the checkbox Manual Status Override in the Service Resource Skills module in Module Builder.


Once assigned, select the entry to include any notes/attachments in the Notes section. By default, the Certificate Status will be Active. After the Expiry Date, it will change to Expired.

Delete Skills Assigned To Users/Crews

  1. Navigate to Setup > Workforce > Skills.
  2. Click on the assigned skill that you want to delete from the user/crew.
  3. Hover over the user/crew in question and click the Delete [ ] icon.
  4. Click Unassign in the confirmation message.