Use the Field Service Preferred Resource objective to prefer scheduling service
appointments to service resources indicated as preferred for the respective accounts, assets,
locations, work orders, and work order line items. Customers can prefer certain resources to be
assigned to their appointment over others for various reasons, such as a service resource’s
familiarity with the location or a previous great customer experience with a specific
individual.
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. |
This is a Field Service managed package feature.
The preferred resource objective allows you to control how important it is to schedule an
appointment with a resource listed on the account, asset, location, work order, or work order
line item as a resource preference of type Preferred. An appointment can be scheduled with a
preferred resource or not, so no scale is involved with scoring the schedule like other
objectives.
When You’re Using Enhanced Scheduling and Optimization
A penalty is
allotted to every appointment assigned to a resource who isn’t on the preferred resource
list. If an appointment is assigned to a resource on the preferred resource list, no penalty
is applied.
When You’re Not Using Enhanced Scheduling and Optimization
Scheduling
to a preferred resource can be rewarded with a bonus. If an appointment is assigned to a
service resource who’s on the preferred resource list, a bonus equal to the weight of the
service objective is applied to the scheduling score. If an appointment is assigned to a
service resource who isn’t on the preferred resource list, no bonus is
applied.
