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How to Set Up Skills?

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Skills in Zoho FSM record the qualifications, technical proficiencies and certifications your field agents and crews hold, so the right person is matched to the right job. You can specify the skills a work order requires, and filter or assign resources by skill in the Dispatch Console.

Creating a skill

  1. Go to Setup > Workforce > Skills.
  2. Click Add Skill.
  3. Enter a unique, descriptive skill name and a description of what it involves.
  1. Click Create.

Managing skills

To edit or delete an existing skill, go to Setup > Workforce > Skills,

hover over the skill entry, and click its edit or delete icon.

Assigning skills to users or crews

  1. Go to Setup > Workforce > Skills.
  2. Click the skill you want to assign.
  3. Click Assign.
  4. Select the user or crew, and set their proficiency level (1 to 100).

You can also add certification details: a description, certificate ID, issuing authority, issue date, expiry date, renewal status and certificate type. Certificate status shows as Active or Expired.

Once the expiry date passes, the certificate status changes automatically from Active to Expired, unless this is manually overridden. Once a skill is assigned, you can also add notes and attachments, such as certification PDFs or proof of training.

Unassigning skills from users or crews

  1. Go to Setup > Workforce > Skills.
  2. Click the relevant skill.
  3. Hover over the user or crew listed under it and click the delete icon.
  4. Confirm by clicking Unassign.

Key points

  • Skill assignments help improve dispatching accuracy.
  • Use levels and certifications to compare competencies across your team.
  • Keep certificate information up to date so availability reflects reality.
  • Skills can be used to filter resources in the Dispatch Console when assigning appointments.

Frequently asked questions

What proficiency scale does Zoho FSM use for skills?

A level from 1 to 100, set when you assign a skill to a user or crew.

What happens when a skill’s certificate expiry date passes?

Its certificate status automatically changes from Active to Expired, unless this is manually overridden.

Can I attach certification documents to a skill assignment?

Yes, once a skill is assigned you can add notes and attachments, such as certification PDFs or training proof.

Need help?

Need help setting up skills and certifications in Zoho FSM? Contact support@thoughtlogik.com or see our Zoho implementation services.

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