List of key terms—such as service resource, service territory, work type group, work type, and skills—and their descriptions.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
| Term | Description |
|---|---|
| Service Resource | An employee or contractor of your company, such as a loan officer, investment advisor, doctor, nurse practitioner, or retail store specialist, who attends appointments with customers. |
| Service Territory | Branch or office location where your appointment attendees operate from or meet customers. |
| Work Type Group | A general appointment topic or category, such as home loan or investment, for which an appointment is scheduled. |
| Work Type | Appointment templates that link work type groups (appointment topics) with particular service territories (locations) and define key parameters such as appointment duration, preparation and wrap-up buffers, and availability timings. |
| Appointment Type/Engagement Channel Type |
The type of appointment such as phone, at a branch, or video. You can use appointment types or engagement channel types. When you use engagement channel types, you can also use engagement channel types as a filter to determine service resource availability. |
| Skill | A skill, expertise, or certification of service resources. Salesforce Scheduler uses skills to ensure that service resources with the required expertise are assigned to service appointments based on appointment topics. |
| Skill Requirement | A skill that is required to attend the appointments related to an appointment topic. |
| Operating Hours | The hours of a day during which appointments can be scheduled. You can define operating hours for service territories, service territory members, work types, and accounts. |
| Shift | The time period during which a service resource is available for appointments. |
| Holiday | The time period during which a service territory and its service resources are unavailable for appointments. |
| Resource Absence | A vacation day or holiday when a service resource is unavailable. |
| Time Slot | The time period when an appointment can be scheduled. |
| Service Appointment | An appointment booked through Salesforce Scheduler. |
| Appointment Invitation | An invitation URL that’s used by customers to book appointments. |