Guidelines for Managing Service Resources in Salesforce Scheduler

Learn how to manage your service resources.

Available in: Lightning Experience.

Available in: Enterprise and Unlimited Editions

View Service Resources in Salesforce Scheduler

View service resources on the Service Resources tab. In addition:

Resources that are assigned to a service appointment appear in the Assigned Resources related list on the appointment detail page.
Resources that belong to a service territory appear in the Service Territory Members related list on the territory detail page.

Create Service Resources in Salesforce Scheduler: Create service territories from the Service Territories tab in Salesforce. After you create a territory, you can add members to the territory via the Service Territory Members related list. Service territory members are resources who work within the territory and associating the members with a territory ensures that they’re assigned to appointments near their home base. To create a service resource that represents a user, select the user in the User lookup field and select a Resource Type.; Note When Omni-Channel (Service Cloud) and Salesforce Scheduler coexist in an org and have a common service resource, always create two records for that service resource. One with the resource type as Agent for Omni-Channel and the other with the resource type as Technician for Salesforce Scheduler.

Assign Service Resources in Salesforce Scheduler: Assign a resource to a service appointment via the Assigned Resources related list on the appointment detail page. If needed, you can modify the related list layout from the Assigned Resources node in Setup. You can assign multiple resources to an appointment. To access assigned resource records, ensure that you’ve access to service appointments.

Deactivate Service Resources in Salesforce Scheduler: For tracking purposes, resources can only be deactivated, not deleted. To deactivate a user, deselect Active on their detail page. To deactivate a service resource, deselect Active on the service resource detail page. You can’t create a service resource that's linked to an inactive user.

View Service Resource Schedules in Salesforce Scheduler: For tracking purposes, resources can only be deactivated, not deleted. To deactivate a user, deselect Active on their detail page. To deactivate a service resource, deselect Active on the service resource detail page. You can’t create a service resource that's linked to an inactive user.; The Service Appointments related list shows all appointments that a service resource is assigned to, while the Absences related list on a service resource lets you define periods of time when a service resource is unavailable to work.