# Skills, skill levels and skill requirement matching

*Agentforce Field Service and Operations Consultant Study Guide · Managing Resources · Last updated October 29, 2026 · https://www.certifyforce.com/study-guide/agentforce-field-service-consultant/managing-resources/skills-skill-levels-and-skill-requirement-matching*

How skills, service resource skills with start and end dates, and skill requirements fit together, and how the managed package's Match Skills work rule turns requirements into a filter using skill levels, skill types and AND/OR logic.

- Certification: Salesforce Agentforce Field Service and Operations Consultant
- Exam section: Managing Resources
- Study guide: https://www.certifyforce.com/study-guide/agentforce-field-service-consultant

**Official exam objective:**

> Demonstrate how to use skills, skill levels, and time-based skills.

## What the exam expects

- Create skills in Setup, assign them to service resources with a level and start and end dates, and add skill requirements to work types, work orders and work order line items.
- Use time-based skills (Start Date and End Date on the service resource skill) for certifications that expire.
- Decide what skill levels mean, keep them in the 0 to 99.99 range, and predict who qualifies when Match Skill Level is selected.
- Configure the Match Skills work rule: Skill Type Developer Name, Skill Type Logic (AND or OR) and the engine each option needs.
- Retire a skill that is no longer used without deleting it.

Key terms:
- **Skill:** a certification or area of expertise, created in Setup.
- **Service resource skill:** a skill assigned to one resource, with its own level, Start Date and End Date.
- **Skill requirement:** a skill and level that a work type, work order or work order line item needs.
- **Match Skills:** the managed package work rule that compares an appointment's skill requirements with a resource's assigned skills.
- **Skill Type:** an optional grouping on the Skill record that controls which skills a Match Skills rule evaluates.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Skill level range | 0 to 99.99 on resource skills and requirements | [Skill Fields](https://help.salesforce.com/s/articleView?id=sf.fs_skill_fields.htm&language=en_US&type=5) |
| Expiring skills | Start Date and End Date on the service resource skill | [Skill Fields](https://help.salesforce.com/s/articleView?id=sf.fs_skill_fields.htm&language=en_US&type=5) |
| Without the managed package | Skill requirements are a suggestion, not a rule | [Add Required Skills](https://help.salesforce.com/s/articleView?id=sf.fs_required_skills.htm&language=en_US&type=5) |
| Match Skill Level | Lower level than required isn't a candidate | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| Default Skill Type Logic | All Skills Match (AND) | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| OR logic | Enhanced Scheduling and Optimization only; no level check | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| Blank Skill Type Developer Name | Rule applies only to skills with no Skill Type | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| No requirements on the appointment | Every service resource is a valid candidate | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| Retiring a skill | Can't delete; prefix the name, such as zDoNotUse_ | [Create Skills](https://help.salesforce.com/s/articleView?id=fs_create_skills.htm&language=en_US&type=5) |
| Skills per resource | Aim for fewer than 50 | [Create Service Resources](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&language=en_US&type=5) |

## Check yourself

- Why can you skip the Assign Users and Assign Profiles sections when creating a skill?
- When does selecting At Least One Skill Matches (OR) have no effect?
- Which permission lets an admin create and update skills in Setup?
- Why can two technicians who hold the same skill have different levels?

## Sources

- [Create Skills for Field Service](https://help.salesforce.com/s/articleView?id=fs_create_skills.htm&language=en_US&type=5)
- [Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5)
- [Skill Fields for Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_skill_fields.htm&language=en_US&type=5)
- [Add Required Skills to Work Orders or Work Types for Field Service](https://help.salesforce.com/s/articleView?id=sf.fs_required_skills.htm&language=en_US&type=5)
- [Create Service Resources for Field Service](https://help.salesforce.com/s/articleView?id=service.fs_create_resources.htm&language=en_US&type=5)
- [Agentforce Field Service and Operations](https://help.salesforce.com/s/articleView?id=service.fs_overview.htm&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 8 linked practice questions, and unlimited timed mock exams are included with the Agentforce Field Service and Operations Consultant pack (USD $19): https://www.certifyforce.com/practice-exams