> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fentufsm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Skills

> Defining and managing technician competencies

<img src="https://mintcdn.com/fentu/hwQj1zN52k4D8yBe/images/fentu-fsm/workforce/skills-list.png?fit=max&auto=format&n=hwQj1zN52k4D8yBe&q=85&s=4a0952b8eba0a8715a50edd6acc05c0f" alt="Skills List View" width="1280" height="720" data-path="images/fentu-fsm/workforce/skills-list.png" />

## Overview

Skills define the competencies and capabilities that technicians can have. By tracking skills, you enable skill-based dispatching, ensuring work is assigned to technicians qualified to perform it.

<Note>
  Accurate skill tracking is essential for quality service. Sending unqualified technicians to jobs leads to poor outcomes and callbacks.
</Note>

## When to Manage Skills

Use the Skills module to:

* **Define Skills** - Create the list of capabilities to track
* **Set Requirements** - Define what skills are needed for job types
* **Track Proficiency** - Record skill levels for technicians
* **Enable Dispatch** - Power skill-based work assignment
* **Identify Gaps** - Find skills the team is missing

<Tip>
  Define skills at a level that's meaningful for dispatch. Too broad and matching is useless. Too granular and management becomes burdensome.
</Tip>

***

## Skill Information

Each skill definition includes:

| Field                      | Description                       |
| -------------------------- | --------------------------------- |
| **Skill Name**             | Name of the capability            |
| **Code**                   | Short identifier                  |
| **Category**               | Grouping for organization         |
| **Description**            | Detailed explanation of the skill |
| **Proficiency Levels**     | Available proficiency grades      |
| **Certification Required** | Whether certification is needed   |
| **Status**                 | Active or inactive                |

### Skill Categories

Organize skills by category:

| Category           | Example Skills                          |
| ------------------ | --------------------------------------- |
| **Machine**        | Installation, Repair, Refrigeration     |
| **Electrical**     | Residential, Commercial, High Voltage   |
| **Plumbing**       | Residential, Commercial, Backflow       |
| **Equipment**      | Brand-specific (Carrier, Trane, etc.)   |
| **Administrative** | Customer Service, Training, Supervision |

***

## Creating Skills

<Steps>
  <Step title="Navigate to Skills">
    Go to Workforce > Skills
  </Step>

  <Step title="Click Create">
    Start a new skill definition
  </Step>

  <Step title="Enter Skill Details">
    Provide name, code, and category
  </Step>

  <Step title="Add Description">
    Explain what this skill entails
  </Step>

  <Step title="Define Proficiency Levels">
    Set the proficiency scale to use
  </Step>

  <Step title="Set Certification Requirements">
    Link to certifications if required
  </Step>

  <Step title="Save Skill">
    Save the skill definition
  </Step>
</Steps>

### Proficiency Levels

Define proficiency grades for skills:

| Level            | Description           | Typical Capabilities                    |
| ---------------- | --------------------- | --------------------------------------- |
| **Basic**        | Entry-level knowledge | Can assist, needs supervision           |
| **Intermediate** | Working knowledge     | Can perform independently               |
| **Advanced**     | Deep expertise        | Handles complex situations              |
| **Expert**       | Mastery               | Can train others, troubleshoot anything |

<Info>
  Use consistent proficiency levels across all skills. This makes it easier to understand technician capabilities at a glance.
</Info>

***

## Assigning Skills to Technicians

### Individual Assignment

<Steps>
  <Step title="Open Technician Profile">
    Select the technician
  </Step>

  <Step title="Go to Skills Section">
    Navigate to skills tab
  </Step>

  <Step title="Add Skill">
    Select skill from list
  </Step>

  <Step title="Set Proficiency Level">
    Choose appropriate level
  </Step>

  <Step title="Add Documentation">
    Attach training records if applicable
  </Step>

  <Step title="Save">
    Confirm the skill assignment
  </Step>
</Steps>

### Bulk Assignment

For multiple technicians:

1. Select technicians to update
2. Choose skill to assign
3. Set proficiency level
4. Apply to all selected

<Warning>
  Be careful with bulk skill assignment. Verify all selected technicians actually have the skill at the specified level.
</Warning>

***

## Skill-Based Dispatch

### How It Works

1. Work order specifies required skills
2. Dispatcher searches for available technicians
3. System filters to technicians with required skills
4. Only qualified technicians are shown as options

### Required vs. Preferred Skills

| Type          | Behavior                             |
| ------------- | ------------------------------------ |
| **Required**  | Technician MUST have this skill      |
| **Preferred** | Technicians with skill ranked higher |

### Skill Level Requirements

Jobs can require minimum proficiency:

* Basic: Any level acceptable
* Intermediate: Intermediate or higher
* Advanced: Advanced or Expert only
* Expert: Expert level only

***

## Skill Gap Analysis

### Identifying Gaps

Review your workforce for:

* Skills no one has
* Skills with too few technicians
* Skills concentrated in few people
* Geographic gaps (skills not available in all areas)

### Addressing Gaps

| Strategy           | When to Use                     |
| ------------------ | ------------------------------- |
| **Training**       | Develop skills in current staff |
| **Hiring**         | Recruit for specific skills     |
| **Subcontracting** | Outsource specialized work      |
| **Cross-training** | Build backup coverage           |

<Tip>
  Don't rely on a single technician for critical skills. Cross-train to ensure coverage when that person is unavailable.
</Tip>

***

## Best Practices

<AccordionGroup>
  <Accordion title="Right-Size Your List" icon="ruler">
    Maintain enough skills for meaningful dispatch but not so many that management becomes overwhelming.
  </Accordion>

  <Accordion title="Clear Definitions" icon="file-alt">
    Write clear descriptions for each skill. What exactly does it mean to have this skill?
  </Accordion>

  <Accordion title="Consistent Levels" icon="balance-scale">
    Apply proficiency levels consistently. An "Expert" should mean the same thing across all skills.
  </Accordion>

  <Accordion title="Regular Updates" icon="sync">
    Review technician skills periodically. Update as people gain experience or complete training.
  </Accordion>

  <Accordion title="Link to Training" icon="graduation-cap">
    Connect skills to training programs. Define how technicians achieve each proficiency level.
  </Accordion>

  <Accordion title="Use in Performance" icon="chart-line">
    Include skill development in performance discussions. Recognize skill growth.
  </Accordion>
</AccordionGroup>

***

## Common Questions

<AccordionGroup>
  <Accordion title="How many skills should we track?" icon="question">
    Track skills that affect dispatch decisions. If two skills always go together, consider combining them. Most organizations track 10-50 skills.
  </Accordion>

  <Accordion title="Should certifications be separate from skills?" icon="question">
    Often yes. Skills represent capability, certifications represent official credentials. A technician might have a skill but need certification to legally perform certain work.
  </Accordion>

  <Accordion title="How do I handle brand-specific skills?" icon="question">
    Create separate skills for each brand if dispatch needs to distinguish them. Otherwise, use a general skill with brand certifications.
  </Accordion>

  <Accordion title="What if a skill becomes obsolete?" icon="question">
    Deactivate rather than delete. This preserves historical records while preventing new assignments.
  </Accordion>

  <Accordion title="Can skills expire?" icon="question">
    Skills don't expire directly, but linked certifications can. Use certifications for time-limited credentials.
  </Accordion>

  <Accordion title="How do skills relate to job types?" icon="question">
    Configure job types to require specific skills. When creating work orders of that type, the skill requirements are automatically included.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Technicians" icon="user-gear" href="/workforce/technicians/technician-management">
    Assigning skills to technicians
  </Card>

  <Card title="Dynamic Teams" icon="users-gear" href="/workforce/teams/dynamic-teams">
    Skill-based team rules
  </Card>

  <Card title="Dispatcher" icon="paper-plane" href="/service-apps/dispatcher">
    Skill-based dispatch
  </Card>

  <Card title="Work Orders" icon="clipboard-list" href="/work-orders/work-orders">
    Work order skill requirements
  </Card>
</CardGroup>