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Manage Appointments with Salesforce Scheduler
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            Troubleshoot Service Resources

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            Troubleshoot Service Resources

            Use these steps when Salesforce Scheduler doesn't show a service resource when users run a flow.

            Required Editions

            Available in: Lightning Experience.
            Available in: Enterprise and Unlimited Editions
            1. Ensure that the ​​Salesforce Scheduler permission set license is assigned to the resource and the Let a user be included in appointments in Salesforce Scheduler permission is enabled.
            2. Ensure that the service resource is active.
            3. Ensure that the service resource is assigned to the selected service territory.
            4. When you’re not using shifts, ensure that the intersection of operating hours of the service territory, the service territory member, the work type, and the account’s visiting hours has at least one time slot.

              At least one time slot appears if this condition is met:

              Intersection of operating hours > Estimated Duration + Block Time After Appointment + (Block Time Before Appointment or Start Time Interval, whichever is higher)
              Important
              Important Account’s visiting hours are used only if you enable the Enforce Account's Visiting Hours scheduling policy.

              For information, see Set Up Operating Hours in Salesforce Scheduler and How Does Salesforce Scheduler Determine Available Time Slots?.

            5. When you use shifts, ensure that at least one shift is created and assigned to the service resource and the shifts have at least one time slot.

              At least one time slot appears if this condition is met:

              Availability > Estimated Duration + Block Time After Appointment + (Block Time Before Appointment or Start Time Interval, whichever is higher)
            6. Ensure that at least one time slot is between Timeframe Start and Timeframe End for the work type selected.
            7. Ensure that the operating hours for service territory members for the selected work type group are sufficient for at least one appointment.
            8. Ensure that the service resource is available.
              Salesforce Scheduler considers a service resource unavailable if the resource is absent or the resource’s calendar is blocked by calendar or external events:
              • During all the days between the Timeframe Start and the Timeframe End for the work type.
              • For 31 days from the date of scheduling the appointment.
            9. Ensure that the duration between Start Date and End Date of the service territory member has at least one time slot.
            10. Ensure that the resource preferences of the user booking the appointment aren’t filtering out the service resource.
            11. Ensure that these scheduling policies aren’t filtering out the resource:
              • Include Primary Service Territory Members
              • Include Secondary Service Territory Members
              • Match Skills
              • Match Skill Levels
              • Include Only Required Service Resources
              • Ignore Excluded Service Resources

              For information, see Scheduling Policy Rules in Salesforce Scheduler and Add Service Resource Preferences to Accounts for Salesforce Scheduler.

            12. Ensure that flow customizations aren’t filtering out the service resource.
              Salesforce Scheduler uses these attribute values in the Select Service Resource component and the Select Service Resource and Service Appointment Time components to filter service resources:
              • Service Territory
              • Work Type Group
              • Anonymous Booking
              • Filter By Resource IDs
              • Number of Resources to Show (Appointment Distribution)
              • Start date for the selected service resources’ skills that are required by the work type.

              For information, see Flow Screen Component: Select Service Resource and Flow Screen Component: Select Service Resource and Service Appointment Time.

            See Also

             
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