Manage Your Workforce with Service Resources

Nimbly track the schedule, skills, and availability of your field technicians and dispatchers by representing them in Salesforce as service resources. You can assign service resources to service appointments to solve your customers’ problems lightning-fast. This feature is available in both Lightning Experience and Salesforce Classic.
Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Service Cloud

Create service resources from the Service Resources tab in Salesforce. After you create a resource, you can add details about their availability and expertise.
  • In the Service Territories related list, add territories where the resource is available to work. Indicate whether each territory is the resource’s primary, secondary, or relocation territory. The primary territory is typically the territory where the person works most often—for instance, near their home base—while secondary territories are territories where they can be assigned to appointments if needed. Relocation territories represent temporary moves. Service resources can have multiple secondary territories, but only one primary territory.
  • In the Skills related list, assign skills to show the resource’s areas of expertise. Use the Start Time and End Time fields to specify when the resource’s skill is valid. For instance, if the skill represents a year-long certification, the End Time would be the date the certification expires.
  • In the Service Appointments related list, view the service appointments assigned to the resource.
  • In the Absences related list, create absences to represent time periods when the resource is unavailable to work.
  • If the resource is a contractor, define their daily, weekly, or monthly capacity in the Capacities related list.
Sample service resource:
Sample service resource

You can also set up service resource preferences and exclusions so that a particular account’s service appointments are always handled by the right person or team. An account’s work orders inherit its resource preferences. To get started, see Set Up Service Resources (can be outdated or unavailable during release preview).