Use the ASAP Objective With Relevance Groups

With Relevance Groups, you can set different weights to ASAP objectives to prioritize different scenarios and service appointments in Field Service. For example, you can create a specific ASAP objective with a higher weight to expedite an appointment with a customer who has a low customer sentiment score. This way, you can make sure that your most important customers are getting the service they need, even if it’s at the expense of travel time or other objectives.

Required Editions

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.

This is a Field Service managed package feature.

For example, combine the ASAP objective with Relevance Groups to prioritize scheduling service appointments for high-value customers.

1. Define high-value customers
   1. In your Salesforce org, on the Account object, create a picklist field named Account Tier that indicates the related Account’s tier or life-time value. Enter field values: Platinum, Gold, and Silver.
   2. On the service appointment object, create a formula checkbox field named Platinum Account which evaluates as true if the related Account’s tier is Platinum.
2. Create a Service Objective.
   1. Create a service objective with ASAP Record Type. Name it Expedite Platinum Accounts. This objective prioritizes appointments for platinum customers.
3. Create Relevance Group Criteria.
   1. On the newly created objective, create a relevance group that filters platinum accounts service appointments. For Service Appointment, select Platinum Account.
4. Add the new objective to a scheduling policy.
   1. Open the scheduling policy, for example, the Customer First scheduling policy.
   2. In the Scheduling Policy Objective related list, click New.
   3. Select the newly created Expedite Platinum Accounts ASAP service objective.
   4. In the Weight field, enter a value which is significantly higher than the other lower-priority service objectives. For example, trade off longer travel times for Platinum Account service appointments so that they are scheduled today, even though the travel time tomorrow is significantly shorter.

Note In this example it's important that you give a higher priority to Platinum jobs, otherwise the optimization engine can prefer not to schedule the appointment, as it gets a higher ASAP penalty.