Skill Levels describe technician proficiency categories used for scheduling, assignments, resources, problem types, and task templates. Use Skill Levels to help match service work to resources with the right experience or capability.
Add a Skill Level
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Click Skill Levels from Settings > Service.
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Review the list to make sure the skill level does not already exist.
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Select New.
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Complete the skill level fields.
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Name: The skill level name shown in setup pages, resource records, scheduling filters, and related lookups.
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Description: Optional notes that explain when to use the skill level or what experience it represents.
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Active: Controls whether the skill level is available for ongoing setup and assignment. Clear Active when a level should remain for history but should no longer be selected for new work.
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Save the skill level.
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Review the saved row in the list to confirm the name, description, and active status are correct.
Update a Skill Level
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Open Skill Levels and find the level you need to change.
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Select the skill level to open its details.
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Update the fields as needed.
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Name: Update the display name only when the meaning of the skill level is still the same. Create a new skill level if you need to represent a different category.
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Description: Add or revise guidance so users understand which technicians or work types the level applies to.
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Active: Turn Active off when the skill level should no longer be used for new setups, while keeping existing records intact.
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Save your changes.
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Confirm the list reflects the updated values.
Tips
Use clear names that dispatchers and service managers already recognize, such as Entry, Intermediate, Senior, or Master Technician.
Keep descriptions short and practical so users can choose the right level quickly.
Deactivate outdated levels instead of renaming them into unrelated meanings, especially when historical resource or work records reference them.
Review resources after adding a new skill level so technician records stay current.
Troubleshooting
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Name is required: Enter a skill level name before saving.
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Skill level is not available for selection: Confirm the skill level is active and that you are working in the correct company and business unit.
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Scheduling is not preferring the expected resource: Confirm the resource has the correct skill level and that the work item or template uses the expected default skill level.
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Users see duplicate or unclear choices: Review similar names and descriptions, then deactivate outdated entries that should no longer be selected.