Specify skills for resources (Field Service)

Applies to Dynamics 365 for Customer Engagement apps version 9.x

Characteristics are skills that resources possess. For example, they can be used to indicate a license or certification is needed for certain types of work.

Adding characteristics to work orders allows you to document which knowledge or expertise is needed by a resource to complete the job, and to filter the list of available resources to those that have the matching characteristics when scheduling the work order.

Add characteristics

  1. From the main menu, click Field Service > Administration, and then choose Characteristics.

  2. On the Active Characteristics screen, click +New in the upper left corner.

  3. Use the tooltips to help fill in your information and then click Save.

Assign characteristics to resources

  1. From the main menu, click Field Service > Administration, and then choose Bookable Resources. This will take you to the Active Bookable Resources screen, where you will find a list of all available resources in the system.

    Note: More information: Set up bookable resources

  2. From the list, click a bookable resource name.

  3. Go to the Characteristics section, and on the left, click +Add Bookable Resource Characteristics record.

  4. This will open a pop-up window where you can find and select the required Characteristics and add a Rating Value for the resource.

  5. Click Save & Close.

Assign characteristics to work orders

  1. Open a work order. More information: Create a work order

  2. From the top bar, click the drop-down arrow next to the work order number, and then click Characteristics.

  3. On the Work Order Characteristics Associated View screen, click +Add new Work Order Characteristics to this record.

  4. This will open a pop-up window where you can find and select the required Characteristics and add a Rating Value.

  5. Click Save & Close.

See also

Overview of Dynamics 365 for Customer Engagement for Field Service
Set up bookable resources
Set up bookable resource categories
Set up resource pay types User's Guide