---
schema_version: "1"
id: 1abf3a311259e98c8ae7258f09c36c2cd18b00e9416350c51400c16def920398
title: Add Service Resource Preferences in Field Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_resource_preferences.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_resource_preferences.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f2d713d56ce80d95a33a264c60370131e556178981f84e885f80845f326947be
description: Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.
products:
  - Field Service
release: "264"
---
# Add Service Resource Preferences in Field Service

Designate certain service resources as preferred, required, or excluded on accounts, assets, locations, work orders, and work order line items. Ensure great customer service by matching the best worker to the job.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The Agentforce Field Service and Operations core features, managed package, and mobile app are available in <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d43072e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">To view resource preferences:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">Read on the parent object (work orders or accounts) AND Read on service
              resources</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">To create, edit or delete resource preferences on work orders:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">Edit on work orders AND Read on service resources</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">To create, edit or delete resource preferences on accounts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d43072e72 ">Edit on accounts AND Read on service resources</td>

          </tr>
        </tbody>
      </table>

Work orders and work order line items inherit the resource preference from one of the work order's related records: asset, location, or account. The system looks for a resource preference first on asset, then location, then account, and copies the first preference it finds. The resource preference used for scheduling depends on which record (work order or work order line item) is the direct parent of the service appointment. If you don’t want to establish resource preferences at the account level, add them to individual work orders or work order line items.

To enforce resource preferences during scheduling, use the Required Resources and Excluded Resources work rules.

Scheduling and optimization considers resource preferences in different ways.

- Through scheduling rules: To determine whether the service appointment is scheduled to the specified resource, use the Required Resources and Excluded Resources work rules in your scheduling policy.
- Through scheduling objectives: To set a preference for scheduling the service appointment to the specified resource, use the Resource Preference service objective.

1. On a work order or account, click **New** in the Resource Preferences related list.
2. Select a service resource. You can’t add preferences for service resources who are inactive or dispatchers.
3. Select a preference type: Preferred, Excluded, or Required.
4. Save your changes.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_example.png)

Example

- If your customer had a positive experience with Alicia, a service resource, create a resource preference on the customer’s account that designates Alicia as Preferred. The Preferred Resource service objective prefers scheduling to Alicia depending on the weight you set on the service objective in the scheduling policy.
- If your customer had a bad experience with Nigel, a service resource, create a resource preference on the customer’s account that designates Nigel as Excluded. The Excluded Resource work rule in the scheduling policy ensures that Nigel isn’t assigned service appointments from this account.
- If your customer purchased a complex piece of equipment that was installed by Evan, a service resource, create a resource preference on the customer’s account that designates Evan as Required.  The Required Resource work rule in the scheduling policy makes sure that Evan is assigned service appointments from this account.

The customer’s work orders automatically list those three preferences. This helps the dispatcher know to assign their service appointments to Evan and, if a second worker is needed, to Alicia if she is available. The dispatcher also knows never to assign the account’s service appointments to Nigel.

#### See Also

- [Work Rule Type: Excluded Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_excluded_resources.htm&release=264.0.0&type=5 "The Excluded Resources work rule type prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. If you're using Enhanced Scheduling and Optimization, the Excluded Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.")
- [Work Rule Type: Required Resources](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_work_rules_required_resources.htm&release=264.0.0&type=5 "The Required Resources work rule type ensures that a service appointment’s required resource preferences are respected. If a work order or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. If you're using Enhanced Scheduling and Optimization, the Required Resources work rule is a Field Service database work rule type. If you're not using Enhanced Scheduling and Optimization, this is an Apex work rule type.")
- [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=service.pfs_optimization_theory_service_objectives.htm&type=5&language=en_US)