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Create Service Resources for Field Service
Service resources are individual users or groups of users—known as service crews—who can perform field service work. Create service resources so you can assign service appointments to them.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To create service resources: | Create on service resources |
| To deactivate service resources: | Edit on service resources |
| To view resource capacities: | Read on service resources |
| To create, update, or delete resource capacities: | Edit on service resources |
| To view service resource skills: | Read on service resources |
| To create, update, or delete service resource skills: | Edit on service resources |
| To view, create, edit, or delete resource absences: | Read on service resources AND Edit on service resources |
| To delete resource absences: | Edit on service resources |
Note If the Field Service managed package is installed, you can use Guided Setup
to quickly create service resources and assign them the proper permission sets. From the App Launcher, find and open the Field Service
Admin app, and then click the Field Service Settings
tab. Click Go to Guided Setup | Create Service Resources and follow the guidance to update or create service resources.
- From the Service Resources tab, click New.
- Select a user and enter a resource name—typically, the user’s name.
- If the resource represents an individual user, select the user in the User field. If the resource represents a service crew, leave the User field blank and select the crew in the Service Crew field. Service resources must list a user or a service crew.
- Select Active to be able to assign the resource to service appointments. Inactive resources also can’t access the Field Service mobile app.
-
Indicate whether the resource is a technician (a mobile worker), dispatcher, or
crew.
Note Field Service users can see Asset as a picklist option in the Resource Type field. However, you can’t save the record when you select Asset in an org that doesn’t have access to Lightning Scheduler.Resources who are dispatchers can’t be capacity-based, included in schedule optimization, or added to service crews. Only users with the Field Service Dispatcher permission set license can be dispatchers.
- Enter a location if applicable. Service resources might be linked to a location if they manage or operate the location (such as a warehouse or van). A location can’t be linked to more than one service resource.
-
Select Capacity-Based if the resource is limited to working a
certain number of hours or appointments in a specified time period. You can define the
resource’s capacity in the Capacities related list.
Contractors are likely capacity-based.
-
Select Include in Scheduling Optimization to check if the resource
has the permission set license needed for optimization.
To be included in optimization, users need the Field Service Scheduling permission set license.
- Complete the remaining fields as needed, and save your changes.
Once a resource is created, add details in their related lists.
- Service Territories
- Select the territories where the resource is available to work. For each territory,
select a type:
- Primary: (One territory) Where the resource works most often—for instance, near their home base.
- Secondary: (One or more territories) Where they can be assigned to appointments if needed. Secondary territory membership dates can overlap.
- Relocation: (One or more territories) Represents a temporary move.
- Skills
- Assign skills to indicate the resource’s areas of expertise. Optionally, enter a skill
level of 0–99.99.
Try to track only skills that factor into scheduling decisions. For example, don’t include skills that are common among all service resources. Aim to assign fewer than 50 skills to each service resource.
Note Service resources, like users, can’t be deleted because they’re key to scheduling
data. They can only be deactivated. To deactivate a resource, deselect
Active in the Details tab of the Service Resource record. You can
also deactivate the associated user by editing the user record in Setup under Users and
deselecting Active.
- Define Capacity-Based Resources
Typically, contractors in field service can work a specified amount in a given time period. Define a service resource’s capacity so they aren’t overbooked during schedule optimization. - Estimate a Service Resource’s Efficiency
People work at different paces depending on their skills and level of experience. Assign an efficiency score to service resources to facilitate scheduling. The scores are considered during scheduling and can affect an appointment’s scheduled end time. - Guidelines for Creating Service Resources for Field Service
Learn how to view, create, and manage service resources to keep your field service operation running smoothly. - Guidelines for Setting Up Field Service Contractors
If you run a field service operation, it’s likely that you work with contractors in addition to your full-time employees. Learn how to incorporate contractors into your field service processes.
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