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            Submit a Service Resource Preference

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            Submit a Service Resource Preference

            Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences.

            Required Editions

            View supported editions.
            User Permissions Needed
            To submit a service resource preference:

            Shift Scheduling Agent

            OR

            Workforce Engagement Agent

            Create Operating Hours with Time Slots

            Create an Operating Hours record with the days and times that you prefer to work.

            1. Open Operating Hours from the App Launcher.
            2. Click New.
            3. Name your operating hours, and select a time zone.

              Shift Scheduling and Workforce Engagement support time zones based on full hours, such as GMT+9:00 but not GMT+9:30.

            4. Save your changes.
            5. Click Related.
            6. Under time slots, click New.
            7. Select the day of week. Each time slot represents a day of the 7-day week.
            8. Fill in the rest of the details for that day.
            9. Save your changes.
            10. Repeat these steps for each day of the week that's included in the operating hours. Use Clone to duplicate the same hours for a different day.

            Create a Service Resource Preference

            A Service Resource record represents each support rep. You can set one associated service resource preference in your Service Resource record.

            1. Open Service Resources in the App Launcher.
            2. Click the name of your own service resource.
            3. Click Related.
            4. Find the Preferences list, and click New.
            5. Select the operating hours that you’d like to work. You have the option to create a set of operating hours when you click the dropdown.
            6. Choose a start date for your preferred schedule. If you’d like this preference to continue indefinitely, leave the End Date field blank.
            7. Save your changes.
             
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