SkillRequirement
Supported Calls
create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), update(), upsert()
Special Access Rules
If you want to use SkillRequirement for Field Service use cases, then Field Service must be enabled.
If you want to use SkillRequirement only for Omni-Channel skills-based routing use cases, then you don't need Field Service to be enabled.
If you want to use SkillRequirement for Workforce Engagement use cases, then Workforce Engagement must be enabled.
Fields
Field Name | Details |
---|---|
IsAdditionalSkill |
|
LastReferencedDate |
|
LastViewedDate |
|
RelatedRecordId |
|
SkillId |
|
SkillLevel |
|
SkillNumber |
|
SkillPriority |
|
Usage
- Field Service
If many of your work orders require the same skills, add skill requirements to work types to save time and keep your processes consistent. When you add a skill requirement to a work type, work orders and work order line items that use that type automatically inherit the skill requirement. For example, if all annual maintenance visits for your Classic Refrigerator product require a Refrigerator Maintenance skill level of at least 50, add that skill requirement to the Annual Maintenance Visit work type. When you create a work order for a customer’s annual fridge maintenance, applying that work type adds the skill requirement as well.
- Omni-Channel
We recommend that you use Omni-Channel flow or skills-based routing rules to create skills-based routing requests. When you do so, work items are routed by creating a PendingServiceRouting object. The PendingServiceRouting object can have multiple SkillRequirements objects associated with it. When a work item requires multiple skills, it’s routed to an agent who has all of the required skills. The PendingServiceRouting object adds attributes to the work item that represent the skill (skill id), priority, skill proficiency, and timestamp.
- Workforce Engagement
Workforce Engagement uses skill requirements to assign shifts to agents who have the right skills. You can still assign shifts to service resources if they don’t have those skills.
In a non-Omni workflow, create a scheduling rule that matches agents to shifts based on their skills and the job profile's skill requirements. Shift scheduling tools can then assign agents with the right skills.Associated Objects
This object has the following associated objects. Unless noted, they’re available in the same API version as this object.
- SkillRequirementChangeEvent (API version 54.0)
- Change events are available for the object.
- SkillRequirementFeed
- Feed tracking is available for the object.
- SkillRequirementHistory
- History is available for tracked fields of the object.