Details:

The Tech Skills Matrix is used to rank and classify each service tech. The tech skills matrix determines which techs are available to be scheduled for a task based on their skills, the quadrants they work in, and the requests they are capable of solving.


What do you need to know?

 - The Tech Skills Matrix is an optional feature. If techs can be scheduled for any job, you can ignore this feature.

 - The Tech Skills Matrix only applies when using the Search Schedule screen.

 - By default, a new tech will have every skill, quadrant, and request selected. When you hire a new tech, be sure to update the Tech Skills Matrix.

 - The Tech Skills Matrix does not prevent a user from manually selecting a tech when scheduling a task.

 - For best results, use the Tech Skills Matrix in conjunction with schedule rules.


Step by Step:

Set up the Tech Skills Matrix

Step 1: Open the Tech Skills Matrix (Administration > Service and Delivery > General Setup > Tech Skills Matrix).

Step 2: Click on a service tech in the menu. The Skills tab populates with a list of skills.

 - Service techs are created and maintained in Administration > Service and Delivery > General Setup > Techs.

 - The skills that populate on the Skills tab are task types. Task types are created and maintained in Administration > Service and Delivery > General Setup > Task Types.

Step 3: Check the Tech Covers box next to each skill the tech can perform.

 - Category: Categories are created and maintained using the Task Categories tab on the Administration - Service and Delivery screen (Administration > Service and Delivery > General Setup > Task Categories).

 - Skill: This is actually a service task type. Task types are created and maintained using the Task Types tab (Administration > Service and Delivery > General Setup > Task Types).

Step 4: Open the Quadrants tab.

Step 5: Select the quadrants the tech can work in.

 - Quadrants are created and maintained using the Quadrants tab (Administration > Service and Delivery > General Setup > Quadrants).

Step 6: Open the Requests tab.

Step 7: Select the requests the tech can complete.

 - Check Does Not Apply if you have not created any requests, or the tech will not be available for any jobs.

Step 8: Click Close.

Step 9: (optional) Set up schedule rules. Schedule rules work in conjunction with the Tech Skills Matrix to improve smart scheduling.


Security Permissions Required

Category

Function

Administration-Service & Delivery

Can Access Service/Delivery Tree Branch