Enhanced skills-based matching in resource scheduling optimization
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Aug 1, 2020 |
Oct 1, 2020 |
Business value
When organizations have a workforce with varying skill sets, it's critical to be able to match the service need levels with the appropriate skill set levels for optimal service delivery. This feature enhances the intelligence of resource scheduling optimization to automatically match the technician with the least common denominator of skills first when there is more capacity than demand while keeping the resources with multiskills for intraday emergencies.
Feature details
It's common for agents to have varying skill sets—some agents might only have one skill set, while others might have many. This enhancement to the resource scheduling optimizer analyzes the skills of technicians and chooses the least common denominator—that is, the technician with the least amount of skills required to execute the work order. This leaves technicians with additional skills to be available to service work orders that require more skills.
Customers can better reserve capacity for resources that have unique or multiple skills for intraday emergencies or exceptions by using those resources with single skills. This can improve customer satisfaction and better meet SLAs by handling emergency jobs in a timely and professional manner.
Note
This feature is available in Unified Interface only.