Service resource preferences allow you, the support rep, to take ownership of your schedule. Submit a service resource preference that reflects the hours that you’d like to work. When planners schedule shifts, the scheduling tools consider your preferences.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To submit a service resource preference: |
Shift Scheduling Agent OR Workforce Engagement Agent |
Create Operating Hours with Time Slots
Create an Operating Hours record with the days and times that you prefer to work.
- Open Operating Hours from the App Launcher.
- Click New.
- Name your operating hours, and select a time zone.
Shift Scheduling and Workforce Engagement support time zones based on full hours, such as GMT+9:00 but not GMT+9:30.
- Save your changes.
- Click Related.
- Under time slots, click New.
- Select the day of week. Each time slot represents a day of the 7-day week.
- Fill in the rest of the details for that day.
- Save your changes.
- Repeat these steps for each day of the week that's included in the operating hours. Use Clone to duplicate the same hours for a different day.
Create a Service Resource Preference
A Service Resource record represents each support rep. You can set one associated service resource preference in your Service Resource record.
- Open Service Resources in the App Launcher.
- Click the name of your own service resource.
- Click Related.
- Find the Preferences list, and click New.
- Select the operating hours that you’d like to work. You have the option to create a set of operating hours when you click the dropdown.
- Choose a start date for your preferred schedule. If you’d like this preference to continue indefinitely, leave the End Date field blank.
- Save your changes.