Managing Skills, Certifications, and Experience for Resources

The PSA Manage Skills and Certifications Lightning component is available on the Services Delivery workspace. Your administrator can also place the component on Lightning app pages, Lightning home pages, Lightning record pages, Experience Cloud sites, and Lightning utility bars.

The component contains the following:

  • The Manage button, to access the Manage Skills and Certifications window. This window enables you to view and manage your own skill, certification, and experience records and, if you have the required permissions, records belonging to other resources.

  • The following tabs:

    • My Skills: The five most recently updated skill or certification rating records that relate to skills.
    • My Certifications: The five most recently updated skill or certification rating records that relate to certifications.
    • My Aspirations: The five most recently updated skill or certification rating records that have the Aspiration checkbox selected. This enables you to see at a glance the skills you want to learn or improve and the certifications you want to update or acquire.
Note:

You can also access the Manage Skills and Certifications window for an individual resource request by going to its Resourcing tab, opening the Resource Details panel, and clicking View Experience in the Requested Skills section.

For administrator information on configuring the component and assigning the permissions required, see Setting up the Manage Skills and Certifications Lightning Component.

Managing the Columns Displayed

To view a sub-menu with options to sort, hide, and group columns, right-click a column heading in the grid.

Note:

You cannot group by checkbox type fields.

To change the default columns that are displayed to suit your own working practices, right-click any column heading and select the columns you want and deselect the columns you don't want in the Columns sub-menu.

Your selections are retained whenever you use the same browser on the same computer.

Filtering Data

To filter data:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace.
  2. On any tab, click Filter button to open and close the Filters.
  3. Select the filters to filter the skills, certifications and experience and click Apply.
  4. Click Clear to remove the filters.
  5. Click Save.

For all the lookup fields, you can also click Show All Results for " ". The search lookup window opens with the searched string populated in the Search field and displays all related items in the grid.

Select the item from the grid that you want and click Select. The selected item is then displayed in the lookup field. For more information, see Using Advanced Lookup.

Notes:
  • If Shield Platform Encryption is enabled in your org, the records in the Resource, Account, and Opportunity search lookup window are filtered using only the Name field in the grid.
  • If any region, practice, or group is marked as Inactive, these regions, practices, and groups are excluded from and are not displayed in the search results. You can only select RPGs from the dropdown that are active.

Skills and Certifications

To view details of skills or certifications:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace.
  2. Select the Skills tab or the Certifications tab as required. Details of your own skills or certifications are displayed by default.

  3. To view another resource's skills or certifications:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

Tip:

If information you want to view is not visible, right-click any column heading and check the Columns sub-menu to see if the information you want is in a hidden column. You can then select it from the Columns sub-menu to show the column.

If a listed skill or certification has a related experience record, this is indicated in the Experience column.

To view the hierarchy path for a skill or certification, hover over Hierarchy Path icon in the Hierarchy Path column. Details of the hierarchy path are displayed in the form of a tooltip. If the Hierarchy Path column is not displayed, right-click a column heading and select it from the Columns sub-menu. For more information on skills hierarchies, see Creating Categories, Skills, and Certifications.

To manage files attached to a certification:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace.
  2. Select the Certifications tab. Details of your own certifications are displayed by default.

  3. [Optional] To manage another resource's skills or certifications:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

  4. Click Attach File icon in the Attachments column for the relevant certification record.

    Note:

    The value in the Attachments column indicates the number of files currently attached. If the Attachments column is not displayed, right-click a column heading and select it from the Columns sub-menu.

    5. The Manage Attachments window is displayed. Files that are already attached are listed.

  5. [Optional] Click Upload Files or drag and drop files you want to attach. The image formats supported are JPEG, PNG, and PDF.
  6. [Optional] Click Preview button next to an attachment to see a preview.
  7. [Optional] Click Delete button next to an attachment to delete it.
  8. Click Close.

To add skills or certifications:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace. The Manage Skills and Certifications window opens. Details of your own skills are displayed by default.

  2. [Optional] To add skills or certifications for another resource:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

  3. Click Add | Skill or Certification. The Add Skills and Certifications window opens.

  4. In the Skills and Certifications grid, select the relevant skills using the following views from the drop-down:

    1. Add from Hierarchy: Select skills, certifications, or categories.

      Note:

      If categories have been disabled by your administrator, only the skills and certifications within the selected category will be added. The categories themselves are not included. For more information, see Skills Management Settings.

    2. Add from Skill Set: Select skill sets or individual skill set skills.

    3. Add from Filters: Select skills and certifications by completing the following steps:

      1. Click Filters. The filters panel opens.
      2. Complete the relevant fields.
      3. Click Apply.
      4. [Optional] Click Clear to remove the applied filters.
      5. Select the relevant skills and certifications.
    Tips:
    • The searched term match results are highlighted in yellow.
    • Expand the categories by clicking to view the skills and certifications.
    • Click to close the expanded view.
    • To collapse all expanded categories in a selected view, click Collapse All. This button is disabled for the Add from Filters view.
    • All the views have a Record Type Name column for better understanding.
    • Switching the views automatically closes the filters panel.
  5. Click Next. The skills, certifications, or categories that you selected in the previous step are displayed in the Selected Skills and Certifications grid.

  6. [Optional] From the Selected Skills and Certifications grid, complete the following steps to update skill, certification, or category records:

    1. [Optional] Select the records that you want to update.
    2. Click Edit in the cell that you want to update.
    3. Select or enter a value.
    4. [Optional] Select the checkbox to update the value of the cell for all of the records you have selected. This option is only available for the Rating, Expiration Date, and Evaluation Date columns.

  7. [Optional] To remove skills or certifications, do one of the following:

    • Select checkboxes of the skills or certifications you want to remove, then click Remove. The skills or certifications are also deselected from the hierarchy.
    • Click Show actions | Remove to remove individual skills or certifications. The skills or certifications are also deselected from the hierarchy.

  8. [Optional] To view the skills and certifications in the hierarchy, complete the following steps:

    1. Click Show actions | View in Hierarchy. You go to the Add from Hierarchy view in the Select Skills and Certifications step.
    2. Click Next. Any updates that you made in steps 6 and 7 are retained.
  9. Click Save. You return to the Manage Skills and Certifications window.

  10. [Optional] From the Skills tab or the Certifications tab, complete the following steps to update skills or certifications:

    1. Click the cell that you want to edit.
    2. Enter or select a value.
    3. Click Save.
  11. [Optional] To remove skills or certifications, select checkboxes of the records you want to remove, then click Remove.
  12. Click Done.
Notes:
  • The skills already added to a resource are not available for selection in the skills hierarchy view and skill set view in the Skills section. The checkboxes for these skills are grayed out and therefore cannot be selected.
  • The selections and deselections are retained when you switch from Add from Hierarchy view to Add from Skill Set view and vice-versa.
  • If you select two skill sets that contain the same skill, that skill is displayed only once in the Selected Skills and Certification grid.
  • An administrator can add filter fields to display in the Add from Filters view.
Tips:

If Restrict Skills and Skill Sets by Role in the Skills Management custom setting is selected, only the skills and skill sets that relate to your role or the role of the resource you are adding records for are displayed. Skills and skill sets without an associated role are also displayed.
If the disregard-skill-zones configuration option is set to false, skill zones are applied and only skills associated with your region, practice, and group are available for selection. For more information, see disregard-skill-zones and Adding a Skill or Certification Zone.

You can search for relevant skills, certifications, and categories using the Search field in the Skills section:

  • If you search for a skill, the skill and the direct path to that skill are displayed which helps define where the skill sits, its level, and similar skills within the hierarchy.
  • Skills that are in the same category as the skill in the search field are also displayed.
  • You can search for certifications by entering the relevant search term in the search field.
  • You can also search for categories as defined in your org, and expand a category to see any child skills and certifications. When you select a category, the category and the skills under the selected category are added to the Selected Skills and Certifications grid.
  • If the search term matches multiple skills, categories, and certifications, all of the matches are displayed.
  • Your selections are retained when you have cleared the search field.
  • If you search skills and then switch views, the search is cleared and the skills in the grid are reset.

To rate yourself or someone else against one of the skills, categories, or certifications in your organization:

  1. Do one of the following depending on the way in which your administrator has set up your organization:

    • Click the Contacts tab, select the resource that you are adding the rating for and then click New Skill or Certification Rating in the Skill and Certification Ratings related list.
    • Click the Skills and Certifications tab, select the skill or certification that you want to provide a rating for, then click New Skill or Certification Rating in the Resource Ratings related list.
  2. Complete the fields on the New Skill or Certification Rating dialog as described in Skill or Certification Rating Fields.
  3. Click Save.

To delete skills or certifications:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace. Details of your own skills are displayed by default.

  2. To delete another resource's skills or certifications:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

  3. Select the Skills tab or the Certifications tab as required.
  4. Select one or more records.
  5. Click Delete.
  6. Click Save.
  7. Click Done.

To edit a skill or certification:

  1. From the Services Delivery workspace, go to Skills and Certifications, then click Manage. Details of your own skills are displayed by default.

  2. [Optional] To edit the skills and certifications of another resource, do the following:

    1. Select click the drop-down and select "Other".
    2. Search for and select the resource whose records you want to edit.
  3. Select the Skills tab or the Certifications tab as required.

  4. Double-click a cell to edit it.

    Note:

    Read-only fields are locked for editing and are shown by a visual indicator. If the length of a field name is longer than the column length, the visual indicator might be hidden. Increase the column length to display the visual indicator. Checkbox columns do not show the read-only visual indicator.

  5. Click Save.

To mark a skill or certification as aspirational:

  1. From the Services Delivery workspace, go to Skills and Certifications, then click Manage. Details of your own skills are displayed by default.

  2. [Optional] To edit the skills and certifications of another resource, do the following:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

  3. Select the Skills tab or the Certifications tab as required.
  4. Select the checkbox in the Aspiration column on the row of the skill or certification you want to mark as aspirational.
  5. Click Save.
Note:

Your administrator can implement an approval process using Salesforce Flow Builder. The approval process must be triggered when the Approval Status is set to "Submitted". You can also use the approval process to set the Approval Status to either "Accepted" or "Rejected". For more information on approvals and Flow Builder, see the Salesforce Help.

You can submit your own records for approval depending on your approval process. A message is displayed when records are successfully submitted for approval.

When records are submitted for approval, their status is displayed in the Approval Status column. Values in Approval Status are "Submitted", "Saved", "Accepted", and "Rejected".

The Approval Status field and Submit for Approval button are displayed when an approval process is active. You cannot edit or resubmit records in the approval process with the Approval Status of "Submitted".

To submit skills and certifications for approval:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace.
  2. On the Skills or Certifications tab, select the records you want to submit for approval.
  3. Click Submit for Approval. The records are submitted to an approver.
Note:

To display the Evaluate Skills button, the Display Evaluate Skills button checkbox must be selected in the Skills Management custom setting. For help, contact your administrator.

To evaluate skills and certifications:

  1. Click Skills and Certifications | Manage on the Services Delivery workspace or on the relevant Lightning page.
  2. On the Skills or Certifications tab, select the records that you want to evaluate.
  3. Click Evaluate Skills. The Last Evaluated date is updated.

Experience

You can view and record resource's experience in using a skill or certification, enabling you to see the time spent applying them.

Note:

Your administrator can disable the Experience feature, which hides all of the items related to experience, such as the Experience tab. For more information, see Skills Management Settings.

To view details of experience using Skills and Certifications:

  1. Do one of the following:

    • From the Services Delivery workspace, click My Skills | Manage.
    • On the page your administrator has added Skills and Certifications to, click Manage.
  2. Select the Experience tab. Your own experience records are displayed by default. Any of your closed assignments with an associated resource request that has related resource skill requests are also displayed.

  3. To view another resource's experience:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

Tips:
  • If information you want to view is not visible, right-click any column heading and check the Columns sub-menu to see if the information you want is in a hidden column. You can then select it from the Columns sub-menu to show the column.
  • To view the assignment or project task assignment that is related to an experience entry, click the link in the Related Record column.
  • You can check the Experience column on the Skills and Certifications tabs to find out whether a resource has experience recorded against a skill or certification that is listed.

You can also view a resource's experience from the Resourcing tab on a resource request record. For more information, see Viewing Matching Skills, Certifications, and Experience.

To manually add details of experience in using a skill or certification:

  1. Click Skills and Certifications | Manage on the relevant Lightning page or on the Services Delivery workspace.

  2. To add experience for another resource:

    1. In the toolbar, select Other from the drop-down.
    2. Search for and select a resource.
    Note:

    Contact your administrator if this option is not visible.

  3. Do one of the following:
    • Click Add | Experience. The Add Experience window opens.
    • Navigate to the relevant row on the Skills or Certifications tab, click the arrow in the Actions column, and click Add Experience. The Add Experience window opens. If you can't see the Actions column, see Managing the Columns Displayed.
  4. Select either the assignment or the project task assignment (PTA) on which the experience was gained from the lookups. Only assignments and PTAs with a status of Closed are displayed. If an assignment has an associated resource request containing resource skill requests, relevant skills or certifications are displayed in the Add Skills Used section.

  5. [Optional] Search and select a skill or certification from the Skills or Certification lookup field in the Add Skills Used section to add any skills and certifications used during the experience that are not already listed.

    Tip:

    If Restrict to Skills with Existing Rating in the Skills Management custom setting is selected, only those skills and certifications for which the related resource already has a corresponding skill or certification rating record are displayed.

  6. [Optional] Click Add More to add more rows to the Add Skills Used section.
  7. [Optional] Click Delete button to delete a row from the Add Skills Used section.
  8. Click Add. The experience record is displayed on the Experience tab of the Manage Skills and Certifications window. You can only create one experience record per assignment for a resource.

For all the lookup fields, you can also click Show All Results for " ". The search lookup window opens with the searched string populated in the Search field and displays all related items in the grid.

Select the item from the grid that you want and click Select. The selected item is then displayed in the lookup field. For more information, see Using Advanced Lookup.

Notes:
  • If Shield Platform Encryption is enabled in your org, the records in the Resource, Account, and Opportunity search lookup window are filtered using only the Name field in the grid.
  • If any region, practice, or group is marked as Inactive, these regions, practices, and groups are excluded from and are not displayed in the search results. You can only select RPGs from the dropdown that are active.
Tip:

The experience name is automatically populated with the name of the relevant assignment or PTA with an "Exp -" prefix. If the experience name exceeds the character limitation after adding the prefix, the relevant assignment or PTA name is truncated.

To change the automatically created experience name, click the experience name in the Experience Name column of the grid and overtype it on the experience record.