Set Up Service Resources and Skills

Create Service Resources

Service resources are employees or contractors like Ryan who meet customers during appointments. Matt must create service resource records so that managers like Fola can assign appointments to service resources. Of course, Ryan can create appointments for himself or even for other wealth managers and client associates.

Here’s how Matt creates a service resource to represent Ryan.

1. On the Service Resources tab, click New.
2. Select Active and provide the following details.
   1. Name: Ryan
   2. User: Ryan Dobson
   3. Resource type: Technician
3. Click Save.

Assign Service Resources to Branch Locations

After setting up Ryan as a service resource, Matt must assign him to the service territories (branch locations) where Ryan’s expected to work. Fola informs Matt that Ryan primarily works from the headquarters but will video-meet his clients for the next 1 week from the Pittsburgh Branch. So, Matt sets up Headquarters as Ryan’s primary service territory and the Pittsburgh Branch as the secondary service territory.

1. Click to open the App Launcher, and then select Service Resources.
2. Click Ryan to open Ryan’s service resource record page.
3. Open the Related tab, and then click Assign Service Territories.
4. Select Headquarters and Pittsburgh Branch (click + next to each name), and then click Next.
5. In the Territory Type column, select Primary for Headquarters and Secondary for Pittsburgh Branch.
6. Start Date: Select the current date as the start date for both the branches.
7. End Date: For the Pittsburgh Branch, select a date that’s a week after the current date.
8. Click Save.

When you assign a service resource to a branch, Salesforce Scheduler creates a service territory member record.

There can be cases where the working hours of a service resource are different from the service territory operating hours. In such cases, create an operating hours record with the service resource’s working hours, and then assign it to the service territory member record. For more information, see Set Up Operating Hours in Salesforce Scheduler.

Create absences to specify when service resources are unavailable to attend appointments. To create multiple absences based on a pattern, use recurring absences. For more information, see Service Resource Absences in Salesforce Scheduler.

Create Skills

Ryan’s expertise is wealth management. To make sure that Ryan’s area of expertise or skill is reflected in Salesforce Scheduler, Matt creates a skill named Wealth Manager.

1. Click , and then select Setup.
2. Enter Skills in the Quick Find box, and then select Skills.
3. Click New.
4. In the Name field, enter Wealth Manager.
5. Click Save.

Assign Skills to Service Resources

Now that Matt has created skills, Fola can assign the Wealth Manager skill to Ryan. This helps Fola track his certifications and area of expertise to make sure that he’s assigned to the correct appointments.

Here’s how Fola assigns skills to Ryan.

1. Click to open the App Launcher, find and select Service Resources.
2. Click Ryan to open Ryan’s service resource record page.
3. On the Related tab, click Assign Skills.
4. Select Wealth Manager, and then click Next.
5. Enter 90 as the Skill Level.
6. Enter the current date as the start date.
7. Click Save.

Ryan’s skill now appears in his Skills related list.

• Ensure that you select all the necessary skills. A service resource can be assigned to an appointment only if the resource has all the skills that are required for an appointment.
• You can also add an end date for the skill of a particular service resource, if needed. To do this, go to the Related tab of the service resource’s page, click the arrow next to the skill and select Edit. You can specify the end date and time in the Edit Service Resource Skill window.

 In the next Step, we look at appointment topics and templates.

Resources

• Salesforce Help: Set Up Service Resources in Salesforce Scheduler
• Salesforce Help: Add Skill Requirements for Work Types in Salesforce Scheduler