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Assigning skills and certifications to field workers

Updated on October 6, 2020

After you create skills and certifications, you can assign them to the field workers to track their areas of expertise. As a business administrator, you define the skills and certifications on work orders to ensure that the work is assigned to a field worker with the right qualifications. As a customer service representative or as a dispatcher, you can get a list of field workers who are eligible to take up this work, based on their defined skills and certifications.

Before you begin: Create field worker, skills, and certifications before you assign skills and certifications to the field workers. For more information, see Creating a field worker, Creating a new skill, and Creating a certification.

You can also assign skills and certifications to field workers while creating field workers. For more information, see Creating a field worker. To assign skills and certifications to a field worker after creating a field worker, perform the following steps:

  1. In the Pega Field Service Admin portal, click OrganizationField Workers.

  2. On the Field workers page, select a field worker for whom you want to add a skill.

  3. On the field worker page, click ActionsEdit.

  4. In the Field worker details window, on the Skills & certifications tab, click Add Skill.

  5. Enter skill name and select a skill level.

    For complex tasks, select a higher level of skill.

    For example: Installing a door or a window.
  6. Click Add certification.

  7. Enter a certification name and an expiration date.

    For example: If a field worker must be recertified in a particular certification every six months, you can enter the expiration date that is six months later than the start date of that certification.
  8. Click Submit.

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