Guidelines for Creating Operating Hours for Field Service

Update the Operating Hours field on an account with an operating hours record that has time slots aligned with when the customer is available for service at their location.

The Operating Hours record is automatically transferred to the Visiting Hours field on the Work Order when a Work Order is created. This information is considered when scheduling an appointment associated with that Work Order if there is a Service Appointment Visiting Hours work rule configured in the scheduling policy.

The hours when the member (a service resource) is available to work if these hours differ from the service territory operating hours.

If the member's availability is the same as the service territory, it’s a best practice not to define separate operating hours for the service territory member. In this case, the service territory's operating hours govern the resource's availability.

Select your default operating hours for appointment booking in the Customize Appointment Booking step in Guided Setup. Or, from the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings | Global Actions | Appointment Booking. Then, update the Default Operating Hours field.

The Timezone field on the operating hours record, used for appointment booking slots, isn’t considered during scheduling. Instead, the appointment time slots are assumed to be in the service territory’s time zone. You're not required to create multiple appointment booking operating hours windows for each time zone where service is offered.