Published at: 2025-10-31

Service Skills

Each service engineer has one or more skill level tags. Each Work Order can also specify required service skills or qualifications. These attributes affect assignment matching when dispatching Work Orders.

Service skill activation path: Service Connector > System Settings > Full Feature Configuration > Work Order Assignment > Skill Verification

1.1 Service Skill Catalog object

The Service Skill Catalog object (apiname: ServiceSkillObj) stores base data for skills. It serves as the reference for engineers’ EmployeeSkill records and Work Order required skills and level requirements.

Create / maintain a Service Skill Catalog entry - In the Service Skill Catalog menu, click “New” - Enter the skill name, skill type, and remark. Skill type is descriptive only and has no business logic - Select the Level Model that this skill uses - If no Level Model exists, create one first. See section 1.2 Skill Level Model object

1.2 Skill Level Model object

The Skill Level Model object (apiname: SkillLevelModelObj) maintains the hierarchy of skill levels (for example “Engineer Level: Senior/Mid/Junior” or “Heavy Equipment Certification: Level 1/2/3”). Service skills reference these models.

Add / maintain a Skill Level Model - In the Skill Level Model menu, click “New” - Enter the model name, skill type and remarks. Skill type is descriptive only and has no business logic - Add level details: click “Add Row”, then enter the level name and a numeric rank. Lower numeric rank indicates higher priority

1.3 EmployeeSkill object (Service information Sub-object)

The EmployeeSkill object (EmployeeSkillObj) manages the service skills and levels that each service engineer holds, e.g., “Zhang San — Engine Type XX Repair — Level 2” or “Zhang San — Fitter — Senior”.

Add / maintain an engineer’s service skills - In the Service Information object’s “Engineer Information” menu, select the engineer to edit, then click “+” on EmployeeSkill - Choose a Skill from the Service Skill Catalog and select the Skill Level (for example, choose “Electrician Skill” then the “Senior” level) - Optionally set a skill expiration date; the system enforces expiration validation. Note: if you cannot find the “Skill Expiration Date” field, add it to the layout

1.4 NecessarySkill object (Work Order Sub-object)

The NecessarySkill object (apiname: NecessarySkillObj) defines the skills and level requirements required to execute a Work Order. The system uses it to filter candidates during assignment and quickly identify qualified resources.

Note: Disabled by default. Applicable only when Skill Verification mode is set to: Custom Necessary Skill Verification

2. Skill Verification

Enable skill verification: When enabled, the system assigns Work Orders only to engineers who meet the configured skill verification criteria.
The system supports two skill verification modes: - Rule-based skill verification: The system automatically validates eligible engineers according to rules - Custom Necessary Skill: Match engineers based on a function or by manually adding Work Order Sub-object NecessarySkill records

Note: Skill verification applies at the Assign Engineer and Assign Service Group → Assign Engineer steps.

2.1 Rule-based skill verification

Select skill verification mode: Rule-based skill verification
In the rule list, click “New Rule”. On the rule creation page, set the rule name, Work Order criteria that trigger the rule, required engineer skills and levels, and required co-engineer skill levels (if no co-engineer is needed, omit co-engineer settings).

You can enable or disable skill verification for rule-based checks in the Auto Assignment configuration

When manually assigning an engineer, the system filters and shows engineers and co-engineers that meet the rule

2.2 Custom Necessary Skill

Select skill verification mode: Custom Necessary Skill
For each Work Order, maintain the required skills, levels and applicable engineer scope (Skill, Level, and applicable engineers)