Managing Resources16% of the exam
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.
Demonstrate how to use skills, skill levels, and time-based skills.
~7 min read · 8 practice questions ·
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
Skill level range
- Detail
- 0 to 99.99 on resource skills and requirements
Expiring skills
- Detail
- Start Date and End Date on the service resource skill
Without the managed package
- Detail
- Skill requirements are a suggestion, not a rule
Match Skill Level
- Detail
- Lower level than required isn't a candidate
Default Skill Type Logic
- Detail
- All Skills Match (AND)
OR logic
- Detail
- Enhanced Scheduling and Optimization only; no level check
Blank Skill Type Developer Name
- Detail
- Rule applies only to skills with no Skill Type
No requirements on the appointment
- Detail
- Every service resource is a valid candidate
Retiring a skill
- Detail
- Can't delete; prefix the name, such as zDoNotUse_
Skills per resource
- Detail
- Aim for fewer than 50
Sources for this section (5)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Field Service and Operations Consultant pack
- Core concepts
- Exam traps
- Worked scenario
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