Preferred Resource Service Objective

Use the Field Service Preferred Resource objective to prefer scheduling service appointments to service resources indicated as preferred for the respective accounts, assets, locations, work orders, and work order line items. Customers can prefer certain resources to be assigned to their appointment over others for various reasons, such as a service resource’s familiarity with the location or a previous great customer experience with a specific individual.

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.

The preferred resource objective allows you to control how important it is to schedule an appointment with a resource listed on the account, asset, location, work order, or work order line item as a resource preference of type Preferred. An appointment can be scheduled with a preferred resource or not, so no scale is involved with scoring the schedule like other objectives.

Note

More than one service resource can be listed as a preferred resource. In this case, all listed preferred resources are considered equal in terms of scheduling preference.

When You’re Using Enhanced Scheduling and Optimization

A penalty is allotted to every appointment assigned to a resource who isn’t on the preferred resource list. If an appointment is assigned to a resource on the preferred resource list, no penalty is applied.

When You’re Not Using Enhanced Scheduling and Optimization

Scheduling to a preferred resource can be rewarded with a bonus. If an appointment is assigned to a service resource who’s on the preferred resource list, a bonus equal to the weight of the service objective is applied to the scheduling score. If an appointment is assigned to a service resource who isn’t on the preferred resource list, no bonus is applied.

See Also

• Manage Scheduling Policies
• Fine-Tune the Scheduling Policy
• Add Service Resource Preferences in Field Service