We have territories and countries under each territory. How do we capture Public Holidays specific to Country under a specific Territory? Should this be done at operating hours or ?
Users are tied to the Primary Territory and some time to a secondary territory. So, anyone in EURAFRIC territory can take up service appointment in any of the countries under Eurafric. And same thing applies to ASIA, Middle East etc.
We want to make sure that we know the public holidays in that country and avoid setting up service Appointments
#Salesforce Field Service@Suresh G I'd hang the public holiday on the country's operating hours, not on the big regional territory.
Field Service stores a holiday on an Operating Hours record. The service territory points at those hours, and members inherit them unless that member has different hours of their own. One EURAFRIC territory with one operating hours record means every country under it shares the same closures. A holiday in France would also block Kenya.
I'd make each country its own service territory, under the region if you still want that hierarchy. Give each country its own operating hours and add that country's public holidays there. People stay members of the countries they can actually cover. Primary can be home, and a secondary membership is how someone in the region still picks up work elsewhere.
The service appointment needs to land on the country territory. Scheduling then uses that territory's hours, so the local holiday is unavailable time. Turn on Enhanced Scheduling and Optimization, otherwise the holiday shows on the calendar and the optimizer ignores it.
Personal days are a different record. Those go on the resource's own operating hours, not on the country. If a holiday repeats every year, keep the next occurrence on those operating hours, because scheduling follows the upcoming date.
