Salesforce Field Service: RecordSet Filter Ignored on Designated Shifts for Secondary Service Territories

When a designated shift is created for a secondary service territory in Salesforce Field Service (SFS), and a RecordSet Filter is applied to that shift, the scheduling service does not honor the RecordSet Filter for secondary territory shifts.

If your organization requires designated shifts for secondary service territories, it is recommended to use the Optimization service instead of the Scheduling service. The Scheduling service ignores secondary shifts defined for a Service Resource.

As stated in the Salesforce Field Service help article for "Field Service Guidelines for Shift Availability" (see Additional Resources below), refer to Point 2 under "All shifts" considerations for details on this behavior.

Failing to follow these guidelines can result in scheduling issues. For example, a RecordSet Filter created on a secondary shift is ignored by the scheduling process, which can result in an incorrect schedule for the Service Resource.