Operating hours in Field Service can represent the availability of a mobile worker for scheduled work (defined on the Service Territory or Service Territory Member record), appointment booking arrival windows (defined as a default in Field Service Settings, or per Work Order, via Entitlements), and customer availability requirements (Visiting Hours on the Work Order). Learn how to set operating hours for each scenario.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| When operating hours are associated with... | They represent... | How to configure |
|---|---|---|
| Accounts | The customer's availability for service appointments. For example, availability can be an account's normal business hours if service appointments must occur during business hours. |
Update the Operating Hours field on an account with an operating hours record that has time slots aligned with when the customer is available for service at their location. The Operating Hours record is automatically transferred to the Visiting Hours field on the Work Order when a Work Order is created. This information is considered when scheduling an appointment associated with that Work Order if there is a Service Appointment Visiting Hours work rule configured in the scheduling policy. |
| Service territories | The default working hours for the service territory members, unless different hours are specified on a service territory member record. | Select operating hours when creating a service territory in Guided Setup. Or, update the Operating Hours field on the service territory record. |
| Service territory members |
The hours when the member (a service resource) is available to work if these hours differ from the service territory operating hours. If the member's availability is the same as the service territory, it’s a best practice not to define separate operating hours for the service territory member. In this case, the service territory's operating hours govern the resource's availability. |
Update the Operating Hours field on a service territory member record. |
| Appointment booking | The appointment booking arrival windows offered to customers during scheduling. |
Select your default operating hours for appointment booking in the Customize Appointment Booking step in Guided Setup. Or, from the App Launcher, find and open the Field Service Admin app, and then click Field Service Settings | Global Actions | Appointment Booking. Then, update the Default Operating Hours field. The Timezone field on the operating hours record, used for appointment booking slots, isn’t considered during scheduling. Instead, the appointment time slots are assumed to be in the service territory’s time zone. You're not required to create multiple appointment booking operating hours windows for each time zone where service is offered. |
