Service scheduling allows an organization to allocate the proper resources to help service their customers. Service is a type of work that is delivered to a customer and performed by one or more resources. For example, equipment repair, health services, legal, or accounting services. It's important to understand service scheduling terminology, such as resources, resource groups, sites, capacity scheduling, selection rules, and selection criteria. All of the aforementioned components may be needed when scheduling services for a customer. CRM helps to tackle four major scheduling scenarios:
Individual scenario
Different skills and shifts
Different skills, shifts, equipment, and sites
Different skills, equipment, and sites
A service activity is like any other activity, but it is related to a service. It can be associated to one or more customers, and resources (user, equipment, and facility). Setting up service scheduling entails the following potential tasks:
Setting up work hours, business...