Work Rule Type: Service Appointment Visiting Hours

This is a Field Service managed package feature.

To define a customer’s preferred hours of service, create operating hours for them from the Operating Hours tab. Select the operating hours in the Operating Hours ID field on the account. Work orders created for the account always inherit the account's operating hours in the Visiting Hours field, and service appointments use their work order’s visiting hours.

Note Defining designated work on operating hours that represent your customer’s visiting hours isn’t supported. See Work Rule Type: TimeSlot Designated Work.

When you’re not using Enhanced Scheduling and Optimization:

• Visiting hours use the time zone of the service territory.
• If the location has no time zone specified, GMT is used.

When you’re using Enhanced Scheduling and Optimization:

• Visiting hours use the time zone of the operating hours record or the time zone of the service appointment’s service territory, depending on your defined setting. When you work across multiple time zones, we recommend that you deselect the Use the Visiting Hours object’s time zone when an appointment has visiting hours setting, so that you use the time zone of the appointment’s service territory. To access the setting, in the Field Service Settings tab, click Scheduling | General Logic.
• You can add holidays to visiting Operating Hours that represent the time when customers aren’t available to receive services. These holidays take precedence over the customers’ preferences for visiting operating hours.
• Multiday work doesn’t support visiting hours.

Note Dispatchers can still manually schedule appointments outside a customer’s operating hours, but a rule violation is shown.

Create work rules from the Work Rules tab. To view or add work rule fields open the Object Manager in Setup and select the Work Rule custom object. Add work rules to a scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy.