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            Estimate a Service Resource’s Efficiency

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            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.

            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.

            Package icon This is a Field Service managed package feature.

            In the Efficiency field on a service resource record, enter a value from 0.1 through 10. An efficiency of 1 means that the mobile worker works at a typical or average speed. An efficiency greater than 1 means that the mobile worker works faster than average. Less than 1 means that the mobile worker works slower than average.

            During schedule optimization, the following formula is used to estimate the time that a mobile worker needs to complete an appointment: Duration / Efficiency = Actual time to perform an appointment

            If you’re using Enhanced Scheduling and Optimization, when service resource efficiencies are used and applied to the duration of the service appointment assignment, the engine rounds up the Actual time to perform an appointment values to the nearest minute. If you’re not using Enhanced Scheduling and Optimization, the engine rounds down to the nearest minute.

            Note
            Note
            • Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.
            • To give preference to highly efficient service resources in schedule optimization, create a Resource Priority service objective based on the service resource Efficiency field.
            Example
            Example The estimated duration on the Battery Replacement work type is 60 minutes.
            • Alexander, an expert, has an efficiency of 2.0. If Alexander is assigned to a Battery Replacement appointment, the appointment is scheduled to end 30 minutes after the scheduled start (60/2=30).
            • Jane, a mobile worker, has an efficiency of 1.0. If Jane is assigned to a Battery Replacement appointment, the appointment is scheduled to end 1 hour after the scheduled start (60/1=60).
            • Janice, a junior worker, has an efficiency of 0.5. If Janice is assigned to a Battery Replacement appointment, the appointment is scheduled to end 2 hours after the scheduled start (60/0.5=120).
             
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