Show All Offline Service Reps in Command Center for Service

An offline service rep is a user with a Service Resource that is set as Active and has a Resource Type of Agent. (See Service Resource Fields for Field Service.) Supervisors initially can see up to 1,000 offline service reps. As service reps with a Service Resource defined in this way go offline, they show as additional offline service reps.

To permit particular supervisors to view offline service reps, set the access at the user profile level.

Supervisors who have visibility on more than 1,000 service reps with associated service resources sometimes see inconsistent numbers of offline service reps. For example, consider this scenario.

• A company has 1,500 Salesforce users, and 300 are online. Command Center for Service loads the default 1,000 presumed offline users.
• Next, Command Center for Service loads the 300 online users.
• Let’s say 200 users of those 1,000 presumed offline users are online. Command Center for Service removes the 200 users from the 1,000 presumed offline users and shows 800 offline users and 300 online users.
• If a user comes online, Command Center for Service shows that user as online, as expected. If they’re one of the 800 previously offline users, Command Center for Service now shows 799 offline users. Otherwise it still shows 800 offline users.

Setting the access at the user profile level shows all offline service reps to supervisors with the profile. To reduce the set of service reps shown to the service reps that they oversee, create a supervisor configuration.