Summer 21 Feature: Specify the Hours that a Resource can work on a particular Topic

Below is how Operating Hours or Working hours for a Service Resource are determined in Scheduler today.

As you can see the Scheduler’s algorithm considers the intersection of operating hours set at various levels. The Operating Hours set at Service Territory is mandatory but at other levels is optional and an intersection is considered only if the respective operating hour has been added. Typically customers use the Operating Hours set at the Service Territory & Service Territory Member level. Read more about it here

In Summer 21, a feature provides setting up these working hours (or Operating hours are a more granular level.) It allows you to define the Operating Hours that a Service Territory Member can work for a Work Type Group. This helps solve the following needs.

So how does it work?

Now lets take an example of a scenario I would like to model and how the setup would work in Salesforce Scheduler

Scenario

The Market St Branch, San Francisco (Service Territory) is open from 9am to 5pm on Monday to Friday. All appointments are for 60 mins (for simplicity.)

Misha Clayton working as a banker (Service Resource) in this branch has the skills to manage the following topics (Work Type Groups): Investment Banking, Business Banking & General Banking.

Below is her schedule

• Monday
  • General Banking & Business Banking topics from 10am to 12pm
  • General Banking & Investment Banking topics from 1pm to 3pm
• Tuesday
  • Business Banking & Investment Banking topic from 10am to 4pm
  • No General Banking appointments
• Wednesday
  • All topics from 9am to 5pm
• Thursday
  • Only General Banking from 9am to 5pm
• Friday
  • Banker does not take any customer appointments on any topics

Setup

First we will setup the Market St Branch working hours by adding the Operating Hours on respective Service Territory

Now we setup Misha’s schedule for the Market St Branch by going into the respective Service Territory Member record and adding the needed Operating Hours

Since Friday doesn’t have any hours setup in this Operating Hours record, Friday hours will not show up for Misha in the Market St Branch.

So lets see what the time slots show up when a customer selects Misha for the Market St Branch for different Work Type Groups

1. Business Banking

2. General Banking

3. Investment Banking

Similarly, I could have set up Dr John (who has the skills to practice multiple specialities but only practices one speciality in each clinic.)