Add Service Resource Preferences in Field Service
Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.
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. |
| User Permissions Needed | |
|---|---|
| To view resource preferences: | Read on the parent object (work orders or accounts) AND Read on service resources |
| To create, edit or delete resource preferences on work orders: | Edit on work orders AND Read on service resources |
| To create, edit or delete resource preferences on accounts: | Edit on accounts AND Read on service resources |
Work orders and work order line items inherit the resource preference from one of the work order's related records: asset, location, or account. The system looks for a resource preference first on asset, then location, then account, and copies the first preference it finds. The resource preference used for scheduling depends on which record (work order or work order line item) is the direct parent of the service appointment. If you don’t want to establish resource preferences at the account level, add them to individual work orders or work order line items.
To enforce resource preferences during scheduling, use the Required Resources and Excluded Resources work rules.
Scheduling and optimization considers resource preferences in different ways.
- Through scheduling rules: To determine whether the service appointment is scheduled to the specified resource, use the Required Resources and Excluded Resources work rules in your scheduling policy.
- Through scheduling objectives: To set a preference for scheduling the service appointment to the specified resource, use the Resource Preference service objective.
- On a work order or account, click New in the Resource Preferences related list.
- Select a service resource. You can’t add preferences for service resources who are inactive or dispatchers.
- Select a preference type: Preferred, Excluded, or Required.
- Save your changes.
- If your customer had a positive experience with Alicia, a service resource, create a resource preference on the customer’s account that designates Alicia as Preferred. The Preferred Resource service objective prefers scheduling to Alicia depending on the weight you set on the service objective in the scheduling policy.
- If your customer had a bad experience with Nigel, a service resource, create a resource preference on the customer’s account that designates Nigel as Excluded. The Excluded Resource work rule in the scheduling policy ensures that Nigel isn’t assigned service appointments from this account.
- If your customer purchased a complex piece of equipment that was installed by Evan, a service resource, create a resource preference on the customer’s account that designates Evan as Required. The Required Resource work rule in the scheduling policy makes sure that Evan is assigned service appointments from this account.
The customer’s work orders automatically list those three preferences. This helps the dispatcher know to assign their service appointments to Evan and, if a second worker is needed, to Alicia if she is available. The dispatcher also knows never to assign the account’s service appointments to Nigel.
