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Understand the usage of Resource Scheduling within CRM.COM

What does this section cover?

Table of Contents
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What are Resource Scheduling ?

Resource Scheduling provides the ability to plan the availability of resources, request resources for specific tasks based on their availability and control the consumption of the availability, through business rules which are enforced by the Resource Scheduling engine.

Resource Scheduling  Glossary

TermsDescriptions

Organizational Unit

Organizational Units are used to organize the company’s network and define the collaboration between them

UOT

UOT stands for Unit of Time and it represents the unit of measurements that can be used in the system in order to measure time.

Resource Scheduling  Key Key Processes and Concepts

 

Processes / ConceptDescription

EXAMPLE

Allocation Process & Allocation Principles

EXAMPLE

The allocation process is used to allocate credit transactions against debit transactions to settle them.
The allocation process is an automated process triggered every time a financial transaction becomes 'Posted'.
Within CRM.COM, you have the option to select between one of 2 main allocation process principles, that will be applied to all financial transactions within the system;

  • FIFO :Where a credit is allocated against the oldest available (non-allocated) debit automatically
  • FIFO & Against Item :Where a credit is allocated first against a designated debit and any remaining amount is allocated FIFO
  
Available Resources Retrieval Logic

 

Apart from the following criteria that are taken into consideration to retrieve available resources

  1. Requested Unit
  2. Service
  3. From Date (Time if defined)
  4. To Date (Time if defined)

an additional check is done based on the current day/date. i.e. If the current day is Wednesday and there are still available slots from Monday and Tuesday, these slots will not be retrieved and thus never delegated. The system will only retrieve resources from the current date and time and onwards

Resource Scheduling  Network Characteristics

Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.

EntityNetwork Characteristics
Resource Plans
Resource Plans Entries
Resource Requests

 

Resource Scheduling  Related Modules 

Interaction EntityHow
Groups&UnitsResource Plans planned for Groups&Units
Products - One Time ServicesResources Plans planned for specific One Time Services
ActivityResource Requests to be used for Activity Services
JobsResource Requests to be used for Job Services

 

Resource Scheduling  - Business Examples

The following section provides business examples to help you understand how CRM.COM Resource Scheduling  module is used.

Company ZX resource request

 

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titleCompany ZX resource request

Business Requirement

Company ZX provides installation services with an extra charge, every time a new subscription is created. The Installation Department manager creates the plans every week, based on the available resources / installers, and once agents create a new subscription, they are responsible for planning the installation at the customer's site

 

CRM.COM Solution

...........

Configuration

 

    • Once agents create a new Subscription, a new activity should also be created of type Installation. 
    • This Activity type should be defined in the Definition as a type that cannot be saved unless a resource request is placed. 
    • In addition, before accepting requests, a confirmation should be required (i.e. Explicitly Accept Resource Requests).
    • Therefore when the Activity is created the resource request should also be used to book an installer.
    • The Resource Request will be in Life Cycle Pending
    • The Installation Department Manager will be going through the Pending Requests and accept them every day

 

Note

More Information on Resource Requests can be found at : Creating Resource Requests

 

Company ZX Installation Resource Requests

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title Business Requirement CRM.COM Solution ........... Configuration More Information on Specific modules can be found at: Provide the name/link of the manual the example was taken from. Company ZX Installation Resource Requests

Business Requirement

 Company ZX provides installation services with an extra charge, every time a new subscription is created. Installation includes the extracting of the items from the warehouse as well as the actual installation. The Installation Department manager creates the plans every week, based on the available resources / installers, and Installation Back-office is responsible for assigning resources based on the activities created, but the resource request should not be mandatory, as there are customers that only need the items and they will proceed with the installation themselves.

CRM.COM Solution

...........

  • User Process
    • Once agents create a new Subscription, a new activity should also be created of type Installation. 
    • The Activity should not be defined in the Definition as a type that cannot be saved unless a resource request is placed. 
    • Installation Backoffice should get a list of the customers that have also requested installation
    • Based on the list the Backoffice users should create the requests and the requests should be automatically accepted as they are the ones that would be confirming the requests

 

Note

More Information on Specific modules can be found at:

 

Company ZX Resource Request Managing

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titleCompany ZX Resource Request Managing

Business Requirement

 Comapny ZX would like to have control over the resource requests made. Installation back-office is responsible for managing all the requests made

CRM.COM Solution

...........

  • User Process

    As control should exist over the resource requests, all requests created by the agents have a Life Cycle State set to Pending. (This can be configured in the Resource Scheduling Definition)
    The Installation back-office department is responsible for retrieving all requests and handling them accordingly. The following options are available and should be handled, according to each case, accordingly

    • Pending Requests can be accepted, rejected or cancelled
    • Accepted Requests can be cancelled
    • Rejected Requests can be cancelled

    Cancelling a request can be done when a new one needs to be created and therefore the booked resources of the former accepted activity need to be released

    Rejecting a request can be done when it has not yet been accepted and the subscription related to the related activity has been regretted

    Accepting a request should be done on a pending request, if confirmation is given by the customer that they will be available at the requested time for the installation to take place

 

Note

More Information on Specific modules Controlling Resource Requests can be found at : Configuring Resource Scheduling Definitions

 

Company ZX Booking Requests via Activities and Jobs

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titleCompany ZX Booking Requests via Activities and Jobs

Business Requirement

Company ZX would like to force users to book requests for some of the services provided to its customers and for some other not. Management would like to have control over booking requests with regards to whether they are required or not, as well as the number of bookings that can be made. Below you can see the business requirements:

  • All Resource Requests require approval
  • Activities of type installation are requiring resource requests
  • Training Level 1 service and Training Level 2 service are requiring a resource request if it is provided as part of activity type Customer Training
  • Home Delivery service is requiring a resource request if it is provided as part of activity type Onside Deliveries and the activity status is in progress
     
  • Allowed Activity Types
    • Installation
      • Maximum number of resource requests per activity: 1
    • Customer Training
      • Maximum number of resource requests per service: 1
    • Onside Deliveries
      • Maximum number of resource requests per activity: 2
    • In house Training
      • Maximum number of resource requests per activity: N/A

CRM.COM Solution

...........

  • Configuration
    • Products
      • Create all of the services in the system, using product type of One Time Services classification
    • Activity Types
      • Create all the activity types in the system and in each one add the services that should be available to be offered for each
    • Resource Requests Definitions

    Configure the system as shown in the screenshot below

    Allowed Activity Types to define the number of resource requests per type
     <<screenshot>>.

    Conditions to control which services will have the resource request as mandatory.

<<screenshot>>


Note

More Information on Booking Requests can be found at : Booking Creating Resource Requests

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