Define operating hours for service territories, service territory members, and accounts to indicate their field service hours. This feature is available in both Lightning Experience and Salesforce Classic.
|Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud|
A service territory’s operating hours tell dispatchers when service appointments in that territory should take place. Service resources automatically use the operating hours of the service territory that they belong to. If service resources need different operating hours than their territory, you can create separate hours for them on their related service territory member record. And if an account only allows field service appointments during certain hours, operating hours help you track their preference.
Operating hours serve as a suggestion rather than a rule. Dispatchers can still assign a resource to an appointment that’s outside of their operating hours.
Sample operating hours:
To create and assign operating hours:
- Click the Operating Hours tab, then click New.
- Enter a name, description, and time zone.
- Click Save.
- In the Time Slots related list on the operating hours, create time slots for each day. For example, if the operating hours are 8 AM to 5 PM Monday through Friday, create five time slots, one per day. To reflect breaks such as lunch hours, create multiple time slots in a day: for example, Monday 8:00 AM – 12:00 PM and Monday 1:00 PM – 4:00 PM.
- Assign the operating hours to a service territory, service territory member, or account using the Operating Hours lookup field.