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Back to Resource Scheduling Main Page 

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Understand the usage of Resource Scheduling within CRM.COM

What does this section cover?

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Table of Contents

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What

are

is 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 availabilityis the actions and methodology used by an organisation to efficiently allocate resources, plan their availability, request them for specific tasks and control their consumption, through business rules which are enforced administered by the Resource Scheduling engineEngine.

Resource Scheduling  Glossary

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
TermsDescriptions

Organizational Unit

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

UOTResource PlanA summary of all the available resources from a specific department (Unit) within a particular period, allocated to a specific task (One-Time Service).
Resource Plan Entry

Resource Plan entries are generated by Resource Plans
Each Resource Plan Entry represents 1 day and each day is separated in time slots which are made available to Users when they are requesting a resource(Resource Request). Each time slot has a number of resources which are available within that period and a specific task (Service) for which they can be allocated.

Resource Request

A Resource Request is the required resources to perform the task. For example, if a new customer requires an on-location hardware installation, the agent can request an installer to perform it; the installer is considered as the 'resource' and the installation is the 'task'/ 'Service'.

One -Time ServiceA Service used to represent the task that can be completed by a particular Resource Request. It is charged through Activities based on the hours spent to complete it.

Unit

A subdivision of the company network, or Department, used for organisational purposes. Resource Requests are made to Units; agents request a resource from specific Units to complete a task.
For example, the 'Installation Department' has 15 Installers (the resources) that perform installations (One-Time Services). Every time agents get an Installation Request from customers, the must check with the Installation Department regarding the availability of Installers to perform the installation.

Resource Scheduling Key Processes and Concepts

Processes / ConceptDescription
Working with Resource Scheduling

The schedule of resources, available to operate on specific tasks, can be planned in advance. The planning depends on the organisation's business requirements and the Start and End Dates available on Resource Plans can be set to cover daily to yearly definitions.

Tip

It is recommended to make Resource Plans for small periods, i.e. week or month, to avoid cancellation or alteration of Plans if resource alterations take place.

Once Resource Plans are created, Resource Plan Entries are generated, and the time slots of each Resource Plan Entry are made available for selection to agents, to plan upcoming tasks, required either for Activities or Jobs.
Each Resource Plan Entry has multiple time slots, each of which is for a specific date, with a specific number of resources available, which belong to a specific department (Unit) and are available to perform a specific task (Service).
Agents request to book resources by making Resource Requests, through a selection of one or more time slots, and once the Request is accepted, the time slot requested is no longer available for agents to book.

Cancelling a Resource RequestOnce a Resource Request is accepted, then the related time slot from the Resource Plan Entry is booked and is no longer available. However, you can cancel a Resource Request and release related time slots, for rebooking.
This is helpful in cases where customers request a rescheduling of their appointments, cancel their requests, or just to correct erroneously registered requests.
For more information visit Managing Resource Requests 
Control of time allocated per Activity or Service

The time allocated to complete a task can be controlled by defining both a minimum and a maximum amount of allowed time, which can be either defined on the Activity or the Activity Service Level.

Note

View Managing Resource Plans for more information on how to control the allocated time.

Available Resources Retrieval Logic

 

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

  • Requested Unit
  • Service

    • Whenever a User checks for the availability of Resources for a task, the System retrieves available Resource Plan Entries meeting the following criteria:

    1. Requested Unit
      The Resource Plan Entry's Unit is equal to the Requested Unit.
    2. Service
      The One-Time Service is equal to the Service defined on the Activity
    3. From Date (Time if defined)
      The Resource Plan Entry's date/time slot is within the From Date/Time defined.
    4. To Date (Time if defined)
    an
    1. The Resource Plan Entry'sdate/time slot is up to the To Date/Time defined.

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

    Resource

    Scheduling  Network Characteristics

    Scheduling Access & Viewing Controls

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

    EntityNetwork CharacteristicsDescription
    Resource Plans
    • Explicit Viewing Access Entities
    		Resource Plan records can be accessed, viewed and modified by Users defined as members of the Plan'sOwned By Group, by Users that belong to a Group that collaborates with the Owned By Group, or by Super Users.
    Resource Plans Entries
    • Implicit Viewing Access Entities
    		Resource Plan Entry records can be accessed, viewed and modified by Users that belong to the Group defined at the Owned By Group of the related Resource Plans, or that belong to a Group that collaborates with the specified Group, or by Super Users.
    Resource Requests
    • Exceptional Viewing Access Entities

    Resource Requests can be accessed, viewed and modified by the Units that requested the Resource, the Units which are requested as Resources, or by Super Users.

     

    Resource Scheduling  Related Modules 

    EntityInteraction of Resource Scheduling with the EntityHow
    Groups&UnitsResource Plans are planned for Groups&Unitsparticular Units. i.e. for Resources of that Unit.
    Products - One Time ServicesResources Resource Plans are planned for particular One-Time Services; Resource Plan Entries created by the Resource Plans can only be assigned for specific One-Time Services.
    ActivityResource Requests to be used for Activity Servicesare used to complete Services (tasks) added on Activities.
    JobsResource Requests to be used for Job Services
     
    are used to complete Services (tasks) added on Activities related to Jobs.

    Resource Scheduling  - Business Examples

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

    Company ZX

    resource request

    - Installation Service Provided 

    Company ZX Resource Request Managing
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    titleCompany ZX resource request

    Business Requirement

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

    CRM.COM Solution

    ........... 

  • 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.

    To meet the above requirement, the following must be set up

    Configuration

    • Configure Resource Plans in the System for Installers Unit for One-Time Service: Installation
    • Create an Activity Type: Installation
    • Create a Job Type: 'Bill Installation' Add 'Installation' Activity Type as mandatory and set the Job as Billable
    • Through Resource Scheduling Definition
      • Enable 'Force Resource Requests ' for Job Type Bill Installation to ensure that the Job cannot be saved unless a Resource Request is made
      • Enable 'Request Confirmation is Required for Activity Resource Requests' so that every Requested Resource is accepted before booked

    User Process

    • When a Subscription is created if the customers request Installation then agents should:
    • Create a new Job of type Bill Installation
      • A New Activity of type Installation is created automatically
      • Through the Activity, place a Resource Request to request an installer to complete the installation
        • The Resource Request will be in a 'Pending' Life Cycle
      • Pending
        • State.
        • The Installation Department
      • Manager will be going through the Pending
        • manager should review all Pending Resource Requests and
      • accept
        • 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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    titleCompany 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

     

      • When Installers complete the request the Activity should be 'Completed'
    • 'Complete' the Job
    • Bill the Job
      • The Activity One-Time service is billed through the Job, for the duration spent by the Installer to complete the Installation

    Company ZX Verifying and Approving Resource Requests

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    titleCompany ZX Resource Request Managing

    Business Requirement

     Comapny Company ZX would like to have control over the resource requests made. be in control of Resource Requests. The Installation back-office is responsible for managing and approving all the requests. Requests that are not approved, should be rejected, while requests that are made by mistake should be cancelled.

    CRM.COM Solution

    ...........

    • User Process

      As control should exist over the resource requestsTo control 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)/wiki/spaces/WIP/pages/10008217).
      The Installation back-office department is responsible for retrieving and handling 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 A Request can be done cancelled when a new one needs to must be created and therefore the booked resources , releasing the allocated Resources of the former accepted activity need to be releasedRejecting a request can be done when it has not yet Activity.

      A Request can be rejected before it has been accepted and the subscription Subscription related to the related activity Activity has been regrettedAccepting a request should be done on a pending request, if confirmation is given by the customer .

      'Pending' Requests can be accepted, provided the customer confirms that they will be available at the requested time for the installation to take place

     

    Note

    More Information on 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.

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

    Note

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

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