There are a number of key terms important to understand before proceeding:
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 services, and accounting services. To define a service, enter general information about that service, identify the resources needed, and then input these requirements into a selection rule.
Resources are people, facilities, and equipment that are used in delivering services. Individual resources have a work schedule that defines when they are available to work.
Resource Groups are pools of similar resources that can carry out a given service. These resources are thought to be interchangeable.
Capacity Scheduling is used to consider different sized facilities or users' skill levels when setting up services and resources. An example would be a senior technician that can...