Create a selection rule to determine how resources are selected for service activities (Customer Service)

Before you can add a resource to a service, you must define a selection rule to determine how resources are selected for service activities.

Important

Service scheduling has been deprecated. For more information, see Important changes coming.

You can create a simple rule that selects resources from a list, and nest selection rules and sub-rules to create compound and complex rules. A compound rule selects a combination of resources, and a complex tree of selection rules selects from groups of equivalent resources.

You can also add resources to existing selection rules.

Note

This procedure assumes that no selection rules have been created previously for this service.

1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security role or equivalent permissions.

   Check your security role

   • Follow the steps in View your user profile.

   • Don’t have the correct permissions? Contact your system administrator.

2. Go to Settings > Business Management.

3. Click Services.

4. In the list of services, open the service to which you want to add a selection rule.

5. On the Service form, click Required Resources, and then double-click or double-tap the first selection rule in the right pane.

   Selection rules appear in the tree beside the Selection Rule button .

6. In the Edit a Selection Rule dialog box, enter the following information:

   • Quantity

     Select the number of resources required for the service. If you select All, all the selected resources are included in the service activity.

   • Description

     Enter any additional information about the scheduling rule you want to include.

   • Selection Site

     This option defines whether the resources must all be from the same site or if they can be from any site in the business unit. This option is available only in the top-level selection rule.

7. Click OK.

8. Under Common Tasks, you can add resources:

   • To add individual users, facilities, equipment or teams to the selection rule, click Add Resources.

     In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want, and they can be a mix of individual users, facilities, equipment, and teams.

   • To add resource groups to the selection rule, click Add Resource Groups.

     In the Look Up Records dialog box, select the records you want to add. You can add as many records as you want.

   Tip

   If you select multiple users in the Look Up Records dialog box and click OK, the Save the selection as a Resource Group dialog box opens. If you want to create a resource group from the selected resources, click Yes, save the selection as a resource group with the name, enter a name in the box, and then click OK. The new resource group appears in the selection tree.

9. Click OK.

10. Click Save or Save and Close.

Tip

After you set up the selection rule, create a service activity for the service rule and check the search results to verify that the results are what you expect.