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Preparing to Use Service Resource Preferences
After you set up service resource preferences, your support reps can specify the days and times that they want to work. When your planners then assign support reps to shifts, the scheduling tools take each support rep’s preference into account.
Required Editions
| View supported editions. |
| Configuration Step | Documentation |
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1. Assign permission sets. If you haven’t done so already, add the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who want to create service resource preferences. |
Manage Permission Set Assignments |
2. Create service resources. If you haven’t done so already, create a service resource for each service rep who submits a service resource preference. |
Create Service Resources for Agents |
| 3. Add the Preferences related list to the service resource object. | Add a Related List to an Object |
4. Give planners permission to view service resource preferences. In the user profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences object to View All Records. This permission allows the person assigning shifts to see each service rep’s preferences match percentage in the get candidates interface. It’s not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile. |
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5. Let support reps access their own Service Resource records. Create an Apex trigger that allows each support rep to view their own service resource record. This step lets the support rep access the Preferences related list where they can submit a preference. |
Allow Agents to See Their Assigned Shifts with an Apex Trigger |
6. Set up a service objective that considers service reps’ preferences. Create a scheduling objective of type Maximized Preferences. When service reps define their preferred operating hours and create a service resource preference, scheduling tools consider these preferences. Get candidates shows which service reps are the best matches for a shift, and batch assignment and mass shift update assign the service rep that’s the best match. |
Create a Scheduling Objective |
