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Service Resource Fields for Field Service
Service resources, resource absences, resource capacity records, assigned resources, and resource preferences have these fields. Sometimes certain fields aren’t visible or editable depending on your page layout and field-level security settings.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
Service Resource
Service resources represent individual users or groups of users, known as service crews, who can complete field service work.
| Field Name | Description |
|---|---|
| Active | When selected, this option means that the resource can be assigned to work orders. For service tracking purposes, resources can’t be deleted, so deactivating a resource is the best way to send them into retirement. |
| Capacity-Based | Capacity-based resources are limited to a certain number of hours or appointments in a specified time period. The Capacities related list shows a resource’s capacity. |
| Description | The description of the resource. |
| Include in Scheduling Optimization | Use only if the Field Service managed package is installed. When selected, this option checks whether the resource can be assigned to service appointments during the optimization process. To be included in optimization, resources need the Field Service Scheduling permission set license. If this option is selected and the resource doesn’t have the permission set license, the user creating the service resource is prompted to assign it. |
| Location | The location associated with the service resource. For example, a service vehicle driven by the service resource. |
| Name | The resource’s name. This name can be the name or title of the associated user or crew. |
| Resource Type | Indicates whether a resource is a technician (mobile worker), dispatcher, or crew. Resources who are dispatchers can’t be capacity-based or included in schedule optimization. Only users with the Field Service Dispatcher permission-set license can be dispatchers. You can’t add additional resource types. Field Service users can see Asset as a picklist option in the Resource Type field. But you can’t save the record when you select Asset if you don’t have access to Lightning Scheduler. To schedule assets with Salesforce Field Service, contact your account executive to get the required license. |
| Service Crew | The associated service crew. If the service resource represents a crew, select the crew. This field is hidden for all users by default. To use it, update its field-level security settings in Setup and add it to your service resource page layouts. |
| User | The associated user. If the service resource represents a crew instead of a single user, leave this field blank. |
Resource Absence
Resource absences are periods of time when a service resource isn’t available to work.
| Field Name | Description |
|---|---|
| Absence Number | (Read only) An auto-generated number identifying the absence. |
| Absence Type | The type of absence: Meeting, Training, Medical, or Vacation. You can add custom values if needed, but the name Break is reserved for the managed package. |
| Address | The address associated with the absence. |
| Description | The description of the absence. |
| End Time | The date and time when the absence ends. |
| Resource Name | The absent service resource. |
| Start Time | The date and time when the absence begins. |
Resource Capacity
A service resource’s capacity indicates how much work the resource can perform in a specified time period.
| Field Name | Description |
|---|---|
| End Date | The date the capacity ends, such as the end date of a contract. |
| Name | (Read only) An auto-generated number identifying the capacity record. |
| Hours per Time Period | The number of hours that the resource can work per time period. You must fill out this field, the Work Items per Time Period field, or both. |
| Service Resource | The associated resource. |
| Start Date | The date the capacity goes into effect. |
| Time Period | Day, Week, or Month. For example, if a resource can work 80 hours per month, select Month and enter 80 in Hours per Time Period. |
| Work Items per Time Period | The total service appointments that the resource can complete per time period. You must fill out this field, the Hours per Time Period field, or both. |
Assigned Resource
Assigned resources are service resources who are assigned to a service appointment. They appear in the Assigned Resources related list on service appointments. Assign a service appointment to a service crew by creating an assigned resource record that is linked to the service resource record representing the crew.
| Field Name | Description |
|---|---|
| Actual Travel Time (Minutes) | The actual travel time in minutes to the work site. |
| Assigned Resource Number | An auto-generated number identifying the assigned resource. |
| Estimated Travel Time (Minutes) | The estimated travel time in minutes to the work site. If the resource represents a crew, you can’t track individual crew members’ travel time unless you create an assigned resource record for each crew member. |
| Service Appointment | The related service appointment. |
| Service Crew | The service crew assigned to the appointment. Typically, appointments are assigned to crews by creating an assigned resource record that links to the service crew record. If you’re using that approach, you can leave the Service Crew field blank. If you want to assign an appointment to crew members individually so you can track each member’s travel time, create an assigned resource record for each crew member that has both the User and Service Crew fields completed. This field is hidden for all users by default. To use it, update its field-level security settings in Setup and add it to your assigned resource page layouts. |
| Service Resource | The service resource assigned to the appointment. |
| Transaction | The last transaction ID of the scheduling and optimization request that updated this object. The transaction ID is automatically generated and populated by the Enhanced Scheduling and Optimization engine. |
Resource Preference
Resource preferences determine which service resources are assigned to field service work. You can designate certain service resources as preferred, required, or excluded on specific accounts or work orders. Work orders inherit their associated account’s resource preferences.
| Field Name | Description |
|---|---|
| Preference Type |
Resource preferences are suggestions, not requirements. You can assign a service appointment to any resource regardless of the related work order’s resource preferences. |
| Related Record | The work order or account with the resource preference. |
| Resource Preference Number | An auto-generated number identifying the resource preference. |
| Service Resource | The service resource that is preferred, required, or excluded. |
