Use the Workforce Scheduling 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.
This objective is relevant for field scheduling only.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
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.
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.
