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Prepare to Use Service Resource Preferences
After you set up service resource preferences, workers can specify the days and times that they want to work. When planners then assign workers to shifts, the scheduling tools take each worker's preference into account.
| Configuration Step | Documentation |
|---|---|
| 1. Assign permission sets. If you haven't done so already, add the Shift Scheduling Agent or Workforce Engagement Agent permission set to users who want to create service resource preferences. |
Manage Permission Set Assignments |
| 2. Create service resources. If you haven't done so already, create a service resource for each worker who submits a service resource preference. |
Create Service Resources for Workers |
| 3. Add the Preferences related list to the service resource object. | Add a Related List to an Object |
| 4. Give planners permission to view service resource preferences. In the user profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences object to View All Records. This permission allows the person assigning shifts to see each worker's preferences match percentage in the Get Candidates interface. It's not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile. |
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| 5. Let workers access their own Service Resource records. Create an Apex trigger that allows each worker to view their own service resource record. This step lets the worker access the Preferences related list where they can submit a preference. |
Allow Agents to See Their Assigned Shifts with an Apex Trigger |
| 6. Set up a scheduling objective that considers workers' preferences. Create a scheduling objective of type Maximized Preferences. When workers define their preferred operating hours and create a service resource preference, the scheduling tools consider these preferences. Get Candidates shows which workers are the best matches for a shift, and Batch Assign and Mass Shift Update assign the worker that's the best match. |
Create a Scheduling Objective |
