--- schema_version: "1" id: 426a06a20e0c1f989522e5024f60650e27615cecb945846bb11ef8a99311cc14 title: Troubleshoot Service Resources collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_troubleshoot_service_resources.md canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_troubleshoot_service_resources.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: ae924f36a3469e9d14fd0da90b34fc8575588a9c9bee350212177839d09e1cb5 description: Use these steps when Salesforce Scheduler doesn't show a service resource when users run a flow. products: - Scheduler - Salesforce Platform release: "264" --- # Troubleshoot Service Resources Use these steps when Salesforce Scheduler doesn't show a service resource when users run a flow. ### Required Editions
Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions
1. Ensure that the ​​Salesforce Scheduler permission set license is assigned to the resource and the Let a user be included in appointments in Salesforce Scheduler permission is enabled. For information, see [Configure Who Can Be a Service Resource](https://help.salesforce.com/s/articleView?id=platform.ls_manage_perms.htm&release=264.0.0&type=5 "Service resources are individual users in your org who can attend appointments with clients. Before you can create service resources, create or identify users who you want to be available as service resources. Then, assign them the Salesforce Scheduler permission set license via a permission set to make them available for appointments."). 2. Ensure that the service resource is active. For information, see [Create Service Resources in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_create_resources.htm&release=264.0.0&type=5 "Service resources are individual users who can attend customer appointments. Create service resources so that you can assign appointments to them."). 3. Ensure that the service resource is assigned to the selected service territory. For information, see [Assign Service Resources to Service Territories in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_assign_resources_st.htm&release=264.0.0&type=5 "Assign service resources to service territories to ensure that appointment attendees are associated with the correct locations. Service resources assigned to a service territory are referred to as service territory members."). 4. When you’re not using shifts, ensure that the intersection of operating hours of the service territory, the service territory member, the work type, and the account’s visiting hours has at least one time slot. At least one time slot appears if this condition is met: `Intersection of operating hours > Estimated Duration + Block Time After Appointment + (Block Time Before Appointment or Start Time Interval, whichever is higher)` ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_important.png) Important Account’s visiting hours are used only if you enable the Enforce Account's Visiting Hours scheduling policy. For information, see [Set Up Operating Hours in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_set_up_oh.htm&release=264.0.0&type=5 "Operating hours represent the time slots during which appointments can be scheduled. For example, if a bank allows mortgage appointments at a branch only Monday through Wednesday, from 8 AM to 2 PM, create operating hours for the mortgage work type that reflect this requirement.") and [How Does Salesforce Scheduler Determine Available Time Slots?](https://help.salesforce.com/s/articleView?id=platform.ls_how_are_time_slots_determined.htm&release=264.0.0&type=5 "When users schedule a service appointment, Salesforce Scheduler uses multiple factors, such as field values, scheduled appointments, absences, Scheduler Settings, and Scheduling Policies to determine available time slots."). 5. When you use shifts, ensure that at least one shift is created and assigned to the service resource and the shifts have at least one time slot. At least one time slot appears if this condition is met: `Availability > Estimated Duration + Block Time After Appointment + (Block Time Before Appointment or Start Time Interval, whichever is higher)` For information, see: - [Determine Appointment Time Slots with Shifts](https://help.salesforce.com/s/articleView?id=platform.ls_determine_time_slot_with_shifts.htm&release=264.0.0&type=5 "To determine time slots with shifts, enable shift-related rules in the scheduling policy. To consider a service territory member’s shifts instead of the service territory member’s operating hours, enable the Use service territory member’s shift option. However, if you want to consider the intersection of shifts and the service territory’s operating hours, then enable the Use service territory’s operating hours with shifts option along with the Use service territory member’s shift option. To consider the account’s operating hours along with the intersection, enable the Enforce Account’s Visiting Hours option.") - [Considerations for Shifts](https://help.salesforce.com/s/articleView?id=platform.ls_considerations_shifts.htm&release=264.0.0&type=5 "Here are some things to keep in mind when you implement shifts.") - [Scheduling Policy Rules in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_scheduling_policies.htm&release=264.0.0&type=5 "Understand the scheduling policy rules that are available in Salesforce Scheduler.") - [Define Shift Rules in Scheduling Policy](https://help.salesforce.com/s/articleView?id=platform.ls_use_shifts_to_determine_time_slots.htm&release=264.0.0&type=5 "To use shifts instead of the service territory member’s operating hours when determining available time slots, enable shift-specific rules in the scheduling policy.") - [How Does Salesforce Scheduler Determine Available Time Slots?](https://help.salesforce.com/s/articleView?id=platform.ls_how_are_time_slots_determined.htm&release=264.0.0&type=5 "When users schedule a service appointment, Salesforce Scheduler uses multiple factors, such as field values, scheduled appointments, absences, Scheduler Settings, and Scheduling Policies to determine available time slots.") 6. Ensure that at least one time slot is between Timeframe Start and Timeframe End for the work type selected. For information, see [Create Work Types in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_create_work_types.htm&release=264.0.0&type=5 "Work types are templates that are included in a work type group —appointment topic— and service territory —branch location, saving you time and making standardizing your appointment scheduling easier. You can set parameters such as the default appointment duration, buffers before and after your appointment, and the appointment availability horizon."). 7. Ensure that the operating hours for service territory members for the selected work type group are sufficient for at least one appointment. For information, see [Operating Hours for Resources Working on Appointment Topics.](https://help.salesforce.com/s/articleView?id=platform.ls_overview_operating_hours_for_STM_for_WTGs.htm&release=264.0.0&type=5 "Salesforce Scheduler uses an intersection of operating hours of Service Territory, Service Territory Member, Work Type, and Account to determine service resource availability based on the scheduling policies and scheduler settings. If you want Salesforce Scheduler to also use work type groups to determine availability, enable the Operating Hours for Service Territory Members for Work Type Groups preference in Scheduler Settings. Then, enter work type groups for service territory member operating hours in service territory member records. This setting is enabled by default for orgs created after Summer ’21.") 8. Ensure that the service resource is available. Salesforce Scheduler considers a service resource unavailable if the resource is absent or the resource’s calendar is blocked by calendar or external events: - During all the days between the Timeframe Start and the Timeframe End for the work type. - For 31 days from the date of scheduling the appointment. For information, see [Check Calendars to Determine Availability of Service Resources](https://help.salesforce.com/s/articleView?id=platform.ls_read_calendars_overview.htm&release=264.0.0&type=5 "During an appointment scheduling process, Salesforce Scheduler can check Salesforce calendar events and even external systems to determine the availability of service resources."). 9. Ensure that the duration between Start Date and End Date of the service territory member has at least one time slot. For information, see [Assign Operating Hours to Service Territories, Service Territory Members, and Work Types](https://help.salesforce.com/s/articleView?id=platform.ls_assign_oh.htm&release=264.0.0&type=5 "Assign operating hours to a work type, service territory, or service territory member using the Operating Hours field on the respective record page."). 10. Ensure that the resource preferences of the user booking the appointment aren’t filtering out the service resource. For information, see [Add Service Resource Preferences to Accounts for Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_add_service_resource_preferences_to_accounts.htm&release=264.0.0&type=5 "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."). 11. Ensure that these scheduling policies aren’t filtering out the resource: - Include Primary Service Territory Members - Include Secondary Service Territory Members - Match Skills - Match Skill Levels - Include Only Required Service Resources - Ignore Excluded Service Resources For information, see [Scheduling Policy Rules in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_scheduling_policies.htm&release=264.0.0&type=5 "Understand the scheduling policy rules that are available in Salesforce Scheduler.") and [Add Service Resource Preferences to Accounts for Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_add_service_resource_preferences_to_accounts.htm&release=264.0.0&type=5 "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."). 12. Ensure that flow customizations aren’t filtering out the service resource. Salesforce Scheduler uses these attribute values in the Select Service Resource component and the Select Service Resource and Service Appointment Time components to filter service resources: - Service Territory - Work Type Group - Anonymous Booking - Filter By Resource IDs - Number of Resources to Show (Appointment Distribution) - Start date for the selected service resources’ skills that are required by the work type. For information, see [Flow Screen Component: Select Service Resource](https://help.salesforce.com/s/articleView?id=platform.ls_flowscreencmp_select_srvc_resource.htm&release=264.0.0&type=5 "Enables users to select a service resource (appointment attendee).") and [Flow Screen Component: Select Service Resource and Service Appointment Time](https://help.salesforce.com/s/articleView?id=platform.ls_flowscreencmp_select_srvc_resource_and_time.htm&release=264.0.0&type=5 "Enables users to select a service resource (appointment attendee) and an appointment time."). #### See Also - [_Knowledge Article_: Looks like that service territory doesn't have anyone available for those work type groups error when booking appointment with Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=000354594&type=1&language=en_US)