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            Extend Service Resources in Workforce Scheduling

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            Extend Service Resources in Workforce Scheduling

            After creating service resources, extend them with skills, appointment sharing, and engagement channels. These features control which appointments a resource is eligible for, how resources are matched to work types, and how appointment access is managed.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            • Create Skills: Define expertise areas such as "Wealth Manager" or "Mortgage Specialist" so you can match service resources to appointment types that require specific knowledge or certifications. Skills are used with the Match Skills scheduling policy rule. See Create Skills.
            • Share Appointments with Assigned Resources: Automatically share newly created service appointments with all assigned service resources so they have the permissions to view and manage their appointments. Required for service resources who don't create their own appointments, such as those booked by customer care representatives or guest users. See Share Service Appointments with Assigned Service Resources.
            • Configure Engagement Channel Types: Define communication channels such as phone, video, and in-person so the scheduling engine can filter resources by the channels they support. Requires shifts to be enabled. Territory managers and service resources add channels to shifts to define per-channel availability. See Engagement Channel Types.
              Note
              Note When the Engagement Channel Type preference is enabled, the Engagement Channel name must match the Interaction Type. When scheduling interactions through the API, provide both the Engagement Channel Type ID and the Interaction Type in the request.
             
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