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Manage Appointments with Salesforce Scheduler
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            Scheduling Policy Rules in Salesforce Scheduler

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            Scheduling Policy Rules in Salesforce Scheduler

            Understand the scheduling policy rules that are available in Salesforce Scheduler.

            Required Editions

            Available in: Lightning Experience.
            Available in: Enterprise and Unlimited Editions
            Scheduling Policy Rules
            Name Definition Usage
            Include Primary Service Territory Members

            Allow service resources who are primary or relocated members of a service territory to be assigned for appointments.

            This option affects both primary and relocation types of service territory members. When you deselect this option, the primary and relocated members of the service territory are excluded from the list of service resources during appointment scheduling.

            		 At a minimum, ensure that you select these options for a scheduling policy: Include Primary Service Territory Members or Include Secondary Service Territory Members.
            Include Secondary Service Territory Members Allow service resources who are secondary members of a service territory to be assigned for appointments. At a minimum, ensure that you select these options for a scheduling policy: Include Primary Service Territory Members or Include Secondary Service Territory Members.
            Match Skills Allow only required service resources who have certain skills to be assigned for appointments. -
            Match Skill Levels Allow only required service resources who have certain skills and skill levels to be assigned for appointments.

            Always enter skill levels when you assign skills to service resources and work types. If you don’t enter skill levels when Match Skill Levels is enabled, then Salesforce Scheduler doesn’t consider the skills for skill matching and doesn’t show the service resources when scheduling appointments.

            Select this rule and the Match Skills rule to enforce skill-level matching.
            Include Only Required Service Resources Allow only required service resources to be assigned for appointments. Ensure that the account contains at least one resource preference (an account to service resource junction object) that’s set as Required. If no service resources have a resource preference set as Required for the account, then no service resources are shown.
            Ignore Excluded Service Resources Prevent excluded service resources from being assigned for appointments.

            Any service resources with a resource preference (an account to service resource junction object) that’s set as Excluded for the account aren’t shown. Service resources with Preferred, Required, or no account resource preference are shown.

            Users can still schedule appointments with excluded resources by selecting either the By name or the By previously scheduled service appointments option on the Select Service Resources page.
            Enforce Account’s Visiting Hours Prevent users from scheduling appointments outside of an account’s visiting hours. Only time slots that are within the account record’s operating hours are shown. The account must have operating hours defined for visiting hours to be enforced. If the account doesn’t have operating hours defined, all available time slots for a service resource are shown.
            Appointment Start Time Interval Required. The time interval in minutes between appointment start times. For example, if you set the interval as 15, appointments can then begin at the top of the hour and at 15-minute intervals thereafter (10:00 AM, 10:15 AM, 10:30 AM). Valid values are 5, 10, 15, 20, 30, 45, 60, 90, 120, 150, 180, 240, 300, 360, 420, and 480. The default appointment start time interval is 30 minutes.
            Check Salesforce Calendar for Resource Availability Consider Salesforce calendar events when determining the availability of service resources for appointments. For more information, see Check Salesforce Calendar to Determine Resource Availability.
            Check External Systems for Resource Availability Consider external calendar events when determining the availability of service resources for appointments. Select your custom Apex class that reads external calendar events and passes the details to the provided ServiceResourceScheduleHandler Apex interface. For more information, see Check External Calendars to Determine Resource Availability.
            Use service territory member’s shift Consider shifts of service territory members when determining the availability of service resources for appointments. Create regular or recurring shifts for each service resource. For more information, see Create Shifts in Salesforce Scheduler.
            Use service territory’s operating hours with shifts Consider the intersection of shifts and service territory operating hours when determining the availability of service resources for appointments. Only time slots that are within shifts and service territory operating hours are shown. To enforce operating hours for a service territory, ensure that you define them first.
             
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