---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Set up skill prediction

# Set up skill prediction to resolve similar tasks in Workforce Optimization for Field Service {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Collect skill data based on the skills agents have used for task completion. Use
supervised learning to recommend these skills for agents to resolve similar work order
tasks. You can also find patterns in how skills are used to complete the task and use
unsupervised learning to recommend skills for agents.

## Vorbereitungen

* Set up skills. For more information, see [Skills
  Management](https://www.servicenow.com/docs/access?context=skills-management&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

* Predictive Intelligence must be set up and configured on your
  instance to train the models. For more information, see [Predictive
  Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

  Activate the Skill Recommendation application plugin (com.snc.sre) to use
  predictive intelligence for recommending skills.

{#setup-skill-predection-wfo-fsm__ul_id3_xh5_fwb}

Role required: sn_sre.admin

## Prozedur

1. Configure the properties for the Skill recommendation application.  
   For more information, see [properties for the Skill Recommendation application](https://servicenow-prod.fluidtopics.net/~sEjxwUdf7FC6XnGdLpjVg "Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.").
2. Run the solution definition models such as Recommend similar skills for cases or Recommend skills from similar cases to train the supervised and unsupervised solutions.  
   For more information on training a solution, refer to [Create and train a
   similarity solution](https://www.servicenow.com/docs/access?context=create-similarity-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
3. Run the Start skill prediction scheduled job every day to start predicting skills for cases or agents.  
   This scheduled job is inactive by default. When you activate it, the job runs daily at 1:00 a.m. on all cases resolved the previous day. The job then adds the skills to the User Predicted Skill \[sn_sre_user_predicted_skill\] and Task Predicted Skill \[sn_sre_task_predicted_skill\] tables.  
   Hinweis:  
   Recommended skills will start appearing once the number of records in the User Predicted Skill \[sn_sre_task_predicted_skill\] table exceeds the value defined in the sn_sre.user_predicted_skill_threshold property. For more information, see [Workforce Optimization for Field Service components](https://servicenow-prod.fluidtopics.net/~sEjxwUdf7FC6XnGdLpjVg "Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.").
{#setup-skill-predection-wfo-fsm__steps_uzt_z3q_dlb}

## Use extension points for skill prediction {#ariaid-title2}

Use scripted extension points to customize skill prediction for tasks.

### Vorbereitungen

Role required: admin

### Warum und wann dieser Vorgang ausgeführt wird

You can create multiple implementations for each extension point and provide an order
number for each implementation. The implementation that has the lowest order number
is executed.

Note that the Skill Recommendation extension point is included with the Skill
Recommendation (com.snc.sre) plugin.

### Prozedur

1. Navigate to AllSystem Extension PointsClient Extension Points.
2. From the Extension Points list, select Skill Recommendation (sn_sre.SkillPredictionAPI).
3. Either create a new skill recommendation implementation or modify an existing one.  
   * To create a new skill recommendation implementation, click Create Implementation.
   * To modify an existing implementation, from the Implementations related list, select a class.
   {#use-extension-points-skill-prediction-configurable-wfo__ul_ufl_sxx_glb}
4. Modify the script as required.
5. Click Update.
{#use-extension-points-skill-prediction-configurable-wfo__steps_phb_fsm_wlb}