Define operating hours and assign them to service territories, service territory members, or accounts to indicate their field service hours.
Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud
User Permissions Needed
To create operating hours:
“Create” on operating hours
To assign operating hours to service resources:
“Edit” on service resources
To assign operating hours to service territories:
“Edit” on service territories
To assign operating hours to accounts:
“Edit” on accounts
By default, only System Administrators can view, create, and assign operating hours.
Service resource detail pages don’t list operating hours because a service resource’s hours can vary depending on which territory they’re working in. To view a service resource’s operating hours for a particular territory, navigate to their Service Territories related list and click the Member Number for the territory. This takes you to the service territory member detail page, which lists the member’s operating hours and dates during which they belong to the territory.
If you’re using the Field Service Lightning managed packages, the scheduling optimizer only assigns service resources to service appointments that fall within the operating hours listed on the resource’s territory member record. If you’re not using the managed packages, operating hours serve as a suggestion rather than a rule.
Click the Operating Hours tab, then click New.
Enter a name, description, and time zone.
In the Time Slots related list on the operating hours, create time slots for each day. For example, if the operating hours should be 8 AM to 5 PM Monday through Friday, create five time slots, one per day. To reflect breaks such as lunch hours, create multiple time slots in a day: for example, Monday 8:00 AM – 12:00 PM and Monday 1:00 PM – 5:00 PM. To establish 24/7 operating hours, create a time slot for each day of the week that starts at 12:00 AM and ends at 11:59 PM.
Time slots don’t come with any built-in rules, but you can create Apex triggers that limit time slot settings in your org. For example, you may want to restrict the start and end times on time slots to half-hour increments, or to prohibit end times later than 8 PM.
Assign the operating hours to one or more service territories.
Navigate to the service territory’s detail page.
Select the desired hours in the Operating Hours lookup field on the territory detail page, and save your changes.
If needed, assign different operating hours to one or more service territory members.
Service territory members—which are service resources who can work in the territory—automatically use their service territory’s operating hours. If a resource needs different operating hours than their territory, create separate operating hours for them from the Operating Hours tab. Then, select the desired hours in the Operating Hours lookup field on the service territory member detail page.
If a resource’s operating hours are similar to their territory’s hours, the resource’s operating hours only need time slots for the days that differ from the territory’s hours. For example, suppose a resource’s territory’s hours are 8:00 AM to 5:00 PM Monday through Friday, but the resource works 10:00 AM to 7:00 PM on Fridays. When you create operating hours for the resource, create only one time slot: Friday 10:00 AM to 7:00 PM. The resource automatically uses its territory’s time slots for Monday through Thursday, then uses its own special time slot on Fridays.
Optionally, assign operating hours to one or more accounts via the Operating Hours lookup field on the account detail page. An account’s operating hours help dispatchers know when to schedule service appointments for the account. For example, if ABC Labs only allows technicians to visit their office Monday through Friday from 8 AM to noon, you can create operating hours for them that reflect this preference.