With the skill-based assignment feature, you can use skills created within your ServiceWorks account to be assigned to jobs and technicians, restricting those jobs to only be serviced by the technicians with the associated skills. In this tutorial, we will explain where to view, create, and assign skills to jobs and technicians.
Creating Skills
To begin, you must first create and assign your skills to users within your ServiceWorks account. Start by clicking the cogwheel icon in the toolbar to open the Configuration tab and navigate to Admin → Company Users
Once in the Company Users menu, select the Edit icon next to the user you wish to add skills to
Next, in the user edit menu, click the Skills tab
Adding Skills by Tags
Using the Skill field you can assign skills to a user based on tags that can later be added to jobs and estimates, preventing anyone without the corresponding skills from being scheduled for the job. To create a skill, enter the desired name of your skill in the textbox and click + Add. If the skill is one that has been previously added to a user, it will suggest populating the field after the first three characters have been entered. Once added, your created skills will appear as tags below the entry field
Once finished, click Save before continuing
Using Skill-Based Assignment
Once your skills have been assigned to your users, you can now begin to assign skills to jobs and estimates in order to automate technician assignment. When assigning technicians, they will be considered for assignment in the following priority order:
- Matching Skills
- Availability
To utilize this, first either create a new job or open up an existing one and scroll down to the Job Information panel
In the Add Skill text box, enter the name of the skill you’d like to assign to this job and it should begin to auto-populate as you type. Once entered, click the +Add link to add the skill to the ticket
Note: You can create new tags using this field, but until those created tags are associated with a user, you will not be able to use the “Get Best Tech” feature properly.
Once you’ve added your desired skills for the job, click Save to continue
Now that the page has been refreshed with your skills, you’re ready to start assigning technicians based on their associated skills. Scroll down to the Schedule section
On the right side of the panel, you’ll see several options for how to automate your technician assignment based on their skills:
- Get Best Tech – This option selects the best technician based on the priority of skills and availability and automatically assigns them to the job.
- Search Tech – This option allows you to search from the list of technicians that match the skills required on the job. You can use the Match Skill and Check Availability checkboxes to filter your search results
- Get Best Team – This option selects the best team based on the skills and availability of the team and automatically assigns them to the job. This option also works for contracted or third-party workers as well
- Search Team – This option allows you to search from the list of teams that match the skills required on the job. You can use the Match Skill and Check Availability checkboxes to filter your search results. This option also works for contracted or third-party workers as well
Note: When using the Get Best Team and Search Team options, only the team leader’s skill set and availability will be taken into account for automation
Once completed, you will have successfully assigned your technician or contractors to your job using automation
Need More Assistance?
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Email: support@service.works
