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Add Service Resource Preferences to Accounts for Salesforce Scheduler

To promote assignment of required service resources and prevent assignment of excluded service resources to service appointments, designate service resources as required or excluded on accounts.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To add service resource preferences:
  • Read on service resources
  • Edit on accounts

To use the Required and Excluded preference types, in the scheduling policy, enable the Include Only Required Service Resources and Ignore Excluded Service Resources settings respectively.

Salesforce Scheduler uses resource preference types only when users select the By work type group, appointment type, or service territory option to schedule an appointment. When users select a work type group, appointment type, and service territory, Salesforce Scheduler uses the selected values to show available resources. If you’ve enabled the resource preference settings, Salesforce Scheduler uses the preference types to filter the list of resources that appear.

If you enable only the Ignore Excluded Service Resources setting, Salesforce Scheduler filters the list of available resources and shows service resources whose preference type isn’t set to Excluded.

If you enable only the Include Only Required Service Resources setting, Salesforce Scheduler filters the list of available resources and shows only resources whose preference is set to Required. If there aren’t any resources whose preference is set to Required, Salesforce Scheduler shows all the available resources.

If you enable Include Only Required Service Resources and Ignore Excluded Service Resources, Salesforce Scheduler filters the list of resources and shows only resources whose preference is set to Required. If there aren’t any resources whose preference is set to Required, Salesforce Scheduler shows all the available resources whose preference type isn’t set to Excluded.

Note
Note Users can schedule appointments with excluded resources by selecting the By name option or the By previously scheduled service appointments option in the Select Service Resources screen.

To add service resource preferences:

  1. On account, click New in the Resource Preferences related list.
  2. Select a service resource.
  3. Select a preference type.
    Salesforce Scheduler doesn't use the Preferred option.
  4. Save your changes.

See Also