Roles and hierarchies define who reports to whom and help define the approval process
for shifts. You can assign users who own a specific role for various service territories. For
example, Adam is a bank manager and John is a retail banker. You can create a territory manager
role and a retail banker role, where the retail banker reports to the territory manager. Assign
the territory manager role to Adam and the retail banker role to John. By using this hierarchy,
Adam can create shifts and then ask John to confirm his availability by approving
shifts.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
However, to provide community and partner users permissions to share shifts, create public
groups. For example, if contractors want to work with service territory managers for their
availability in the service territory, you can define public groups for contractors and set up
shift sharing rules for them.
- Create Roles and Hierarchies
Create roles and hierarchies, and then assign users to the created roles.
- Create Public Groups
Create public groups for external users.
- Configure Shift Sharing Rule
To share shifts with external users, define shift sharing rules. For example, contractors are external users with whom a service territory manager shares shifts for approval. To share shifts, use the contractors public group and then select the roles in that group to whom you want to grant access.
