Resource Priority Service Objective
Use the Field Service Resource Priority objective to assign a priority value to rank service resources. This priority value indicates which service resources to prioritize for scheduling over others. Prioritizing resources can be used in scenarios such as preferring to schedule appointments to internal resources over contractor resources.
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. |
This is a Field Service managed package feature.
Use the Priority field or create a custom field on the Service Resource object of numeric type to store the priority of the service resource. Then, configure the Resource Priority Field picklist in the Resource Priority objective. A lower numerical value for a service resource priority represents a higher business priority, so the scheduling engine prefers scheduling that resource over a resource with a higher numerical value.
- While you can use any scale of priority values we recommend you use a scale of 1 to 10, without fractions.
- Resources with a priority value of null are considered as the lowest priority grade and least preferred.
- Resources with a priority value of 0 are considered the best candidates.
- Negative values are considered as null.
When You’re Using Enhanced Scheduling and Optimization
The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All the priority values in the request are graded along this scale. The graded value of the service resource’s priority represents the penalty applied when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment.
When you use Get Candidates, the assessed penalty is normalized on a 0 to 100 scale to display the objective score explanation.
When You’re Not Using Enhanced Scheduling and Optimization
The scheduling request finds the maximum priority values for all service resources in the request and uses that as the maximum value for the scale. All priority values in the request are graded along this scale. The inverse graded value of the service resource’s priority represents the bonus applied to the scheduling score when that service resource is scheduled. The grade is multiplied by the weight of the Resource Priority objective in the scheduling policy to determine the resulting score of the schedule for an appointment.
You can add Relevance Groups to this service objective to prioritize scheduling to higher-ranked resources for only certain types of work. For example, relevance groups can be used to apply a Resource Priority service objective, which gives a higher rank to contractor resources over internal resources, for maintenance jobs only, while another Resource Priority objective can be created to prioritize scheduling customer-committed work to internal resources over contractor resources.
