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Non-Primary Resource Not Matched During Multi-Resource Scheduling in Outbound Appointment Flow

Date de publication: May 22, 2025
Description

A scenario was identified where a service appointment was being scheduled for a specific Work Type Group (Work Type Group A) using the standard "New Outbound Appointment" flow.

In this scenario:

  • Two service resources were involved:

    • Resource A had a shift configuration with Shift Work Topic 1, which was aligned with Work Type Group A.

    • Resource B had a shift that did not include Shift Work Topic 1 or any work topic related to Work Type Group A.

When attempting to schedule the appointment, Resource A was successfully matched, but Resource B was not. However, after adding Shift Work Topic 1 to Resource B’s shift, the system successfully matched both resources to the appointment.

The customer questioned whether the system only considers the work topic or if other factors, such as shift work topics, skills, and availability, play a role in determining non-primary resource eligibility for the appointment.

Résolution

The behavior described is expected and works as designed.

In multi-resource scheduling, the system requires that both the primary and non-primary resources be available for the selected time slot. The key points to consider are as follows:

  • Availability for scheduling is determined by:

    • The Shift Work Topic assigned to the resource's shift.

    • The Service Territory associated with the resource.

    • The Work Type Group specified for the appointment.

Important: For non-primary resources, the system checks if their shift includes a Shift Work Topic that corresponds to the Work Type Group of the appointment. If the shift does not include the correct work topic, the resource is considered unavailable for that appointment.

  • For the primary resource, in addition to availability, the system also checks the resource’s skill eligibility to ensure they are qualified for the appointment.

To ensure successful resource matching:

  • Ensure that all resources have shift configurations with Shift Work Topics that align with the Work Type Group of the appointment.

  • Ensure that Service Territories and Work Type Groups are consistent across the resource shifts and the appointment.

This design ensures that only properly matched resources are selected, supporting efficient scheduling and high-quality service delivery.

Help article for more reference :https://help.salesforce.com/s/articleView?language=en_US&id=platform.ls_multiresource_considerations.htm&type=5

Numéro d’article de la base de connaissances

004867776

 
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Salesforce Help | Article