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Overview
Resource scheduling is used by an organization to efficiently assign the employees that are necessary to complete tasks such as installations, phone support, and internal training. A task is planned subject to the availability of the required resource.
Major features
- Resource plans are used to generate time slots during which resources from an organization's departments can be booked to deliver specific services.
- Resources can be requested through planned tasks (activities and jobs), which are billed based on their duration.
Setting Up Resource Scheduling
Business definitions
The resource scheduling definition provides business rules for the generation of resource plan entries and for booking resource requests.
Definition fields
The table describes the sections of Resource Scheduling Definitions Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
Allowed Activity Types | |
|---|---|
Determine the For example, if three services are offered through an activity (support, installation, maintenance) you could define that one resource can be requested for each service or that one resource can only be requested for one of the services of the activity (e.g., for the installation). | |
Automation Settings | |
Define whether resource requests submitted against activities should require approval. The resources of requests that have not been approved are available for booking by other agents. Also, define in which cases it should be mandatory for an agent to book a request before closing the activity. | |
| Automation on Activities | Resource Request Confirmation is Required for Activity Resource Requests: Determine if an available resource should be reserved automatically or whether a confirmation should be requested. If a confirmation is required, the resource request is created in a 'Pending' life cycle state. Otherwise, it is created in an 'Accepted' state. Force Resource Requests on Activity Types: Define the criteria that will require a resource request to be defined and completed before the activity can be closed. Criteria include activity type, service, and life cycle state. The activity types that can be selected must also be added in the Allowed Activity Types section. |
| Automation on Jobs | Request Confirmation is Required for Job Resource Requests: Determine if an available resource should be reserved automatically or whether a confirmation should be requested. If confirmation is required, the resource request is created in a 'Pending' life cycle state. Otherwise, it is created in an 'Accepted' life cycle state. Force Resource Requests on Job Types: Define the criteria that will require a resource request to be defined and completed before the job can be closed. Criteria include job type and status. |
Default Resource Plan Settings | |
Working Days: Enable the days of the week that are considered as working days in your organization and for which plan entries will be enabled. Working Hours: Add the time slots using From and To for which entries will be created. Slots range from 5 minutes to 24 hours. Effective Availability Percentage (%): Provide a percentage value for the total available time that is considered as 'Effective' (i.e., can be booked by resource requests). The value can exceed 100%. Unless specified, all (100%) of the available time is considered as 'Effective'. Overbooking Percentage (%): Provide a percentage value for the total available time that can be booked in excess of the actual capacity. If specified, the Effective Availability plus Overbooking Percentage is available for resource requests. If not specified, overbooking is not allowed. | |
Related configuration areas
The following optional modules are related to resource scheduling and can be configured for the resource scheduling module to operate at its full capacity.
| Manual Link | Area | Description | Configuration |
|---|---|---|---|
| Activities | Activity Type | In resource requests definitions configure the activity types that will be allowed to request resources and determine the maximum number of resources that can be requested per activity or activity service. Define the activity types for which resource requests are mandatory and the conditions that will make the resource request mandatory for activities. | Optional |
| Jobs | Job Type | In resource requests definitions configure the job types for which resource requests are mandatory and the conditions that will make the resource request mandatory for jobs. | Optional |
Using Resource Scheduling
Once the definition is set up you can begin resource scheduling. Create resource plans - Resource plans generate entries that agents can select to plan upcoming tasks for activities or jobs. Each resource plan entry allocates the resources (employees/users from a unit) that are available in a specific period to a specific task (one-time service).
Agents book resources through resource requests, selecting one or more entries. Once a request is accepted, the allocated time slot ceases to be available.
Creating and processing resource plans
Foundation > Resource Scheduling > Manage Resource Plans
Start by creating resource plans. Resource plan entries become available for booking by agents when the plan is saved.
Resource Plan fields
The table describes the sections of Resource Plan Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
Working Days: Enable the days of the week that are considered as working days in your organization and for which plan entries will be generated. The days default to those set in the active definition and can be updated. | |
Resource Plan Entries (Add or Remove) | |
Each entry specifies the working hours, the services that can be provided and the number of resources available on that day. Use the link on the left to ADD new resource plans for all working days or for a specific working day.
| |
| Main Information |
Effective Availability Percentage (%): Provide a percentage value for the total available time that is considered as 'Effective' (i.e., can be booked by resource requests). The value can exceed 100%. Unless specified, all (100%) of the available time is considered as 'Effective'. Overbooking Percentage (%): Provide a percentage value for the total available time that can be booked in excess of the actual capacity. If specified, the Effective Availability plus Overbooking Percentage will be available for resource requests. If not specified, overbooking is not allowed. |
| Working Hours |
|
| Services |
|
Creating and processing resource requests
Foundation > Resource Scheduling > Manage Resource Requests
Once available resources are created in the system, agents can start booking them.
Resource requests fields
The table describes the sections of Resource Request Data Entry page and explains how the fields in the page are used.
Mandatory
Configurable
| Main Information | |
|---|---|
Requested By Unit: (Read-only) Displays the unit of the logged in user. Requested By User: (Read-only) Displays the logged in user. The
Only 'Accepted' requests will make a resource plan entry unavailable. | |
| Request Information | |
Requested Resources From |
Number of Resources required. E.g., book 2 installers to perform an installation faster. |
Requested Resources For | Activity or Job for which the requested resource is required.
If two or more consecutive slots are selected, the date/times of the earliest From and latest To slots are set. Example: Selected Slots : 01.12.2017 08:00-09:00 01.12.2017 09:00-10:00 From = 01.12.2017 08:00 - To = 01.12.2017 10:00 |
Requested Resource Plan Entry (Available for resource requests that are not yet 'Accepted') | Requested Resource Plan Entry (only available for existing resource requests) Available Entries (link available in EDIT mode): Allows you to search among available resource plan entries. Click on the link and follow the steps described under 'Selecting an available resource plan entry'. View: Provides information on the requested resource plan entry. |
Reserved Resource Plan Entry (Available once resource requests are 'Accepted') | Reserved Resource Plan Entry: The entry that was reserved once the request was accepted. View: Provides information on the booked entry. |
Selecting an available resource plan entry
Requests can be booked from the following Data Entry pages:
- Manage resource requests
- Manage activities
- Manage jobs
The process for requesting a resource is identical in all three pages.
- Provide the following information and SEARCH the available resource plan entries.
- Requested Unit (automatically set to the 'Assigned to Unit' if it is already defined for the activity)
- From and To dates (optionally provide the desired hour slots)
- From: If the start date of the job or activity is defined and greater than the current date, then From is set to the start date. Otherwise, it is set to the current date.
To: Automatically set to the estimated completion date of the activity. If that is not available or the estimated completion date of the job or activity is greater than the current date, then it is set equal to 7 days after the From date.
- Request Resources in the Action Details section is set to the number of resources defined in the Resource Request Data Entry page (and can be updated).
- The system searches for available resource entries that meet the criteria specified by the:
- Requested Unit
- Service
- From Date
- To Date
- Available resources are displayed in the SEARCH RESULTS section.
- Planned Resources: The number of resources defined when creating the plan.
Available Resources: The number of resources that have yet to be booked.
If Planned Resources < Available Resources, then the Overbooking Percentage has been set to greater than 0 % and (most likely) no resources have been allocated yet.
If Planned Resources > Available Resources, then some resources have already been allocated and consequently removed from the available resources.
Check the select box to the left of the entry you would like to book and click on SELECT.
Resources from different days cannot be booked.
As many consecutive slots as necessary can be booked, as long as the period exceeds the Minimum Duration and is less than or equal to the Maximum Duration set on the service when creating the resource plan.
Accepting a resource request
As a resource request affects resource availability, a mechanism can be set up requiring that an authorized user accepts the request before the resources are booked. This enables back-office personnel to confirm appointments with customers before finalizing the employee schedule.
Requests that require acceptance are created with a 'Pending' life cycle state, indicating that the resource plan entry has yet to be confirmed. To accept a request, use Accept from the Actions menu in the Data Entry page of the request. The life cycle state of the request changes to 'Accepted' and the resources are reserved immediately.
To enable the confirmation requirement, enable Resource Request Confirmation is Required in the Resource Scheduling Definition.
| Prerequisites | Life cycle state of the request must be 'Pending'. |
|---|---|
| Postconditions | Validates that the requested resource plan entry is still available. |
Rejecting a resource request
Requests that require acceptance can be rejected leaving the resource availability unaffected. To reject a request, use Reject from the Actions menu. The life cycle state of the request changes to 'Rejected'.
| Prerequisites | Life cycle state of the request must be 'Pending'. |
|---|
Cancelling a resource request
In case an appointment needs to be rescheduled or a customer changes their mind, accepted requests can be canceled. If the request was already accepted, then the reserved resources are released and become available again. To cancel a request, use Cancel from the Actions menu. The life cycle state of the request changes to 'Cancelled'.
| Prerequisites | Life cycle state of the request must be 'Pending', 'Accepted' or 'Rejected'. |
|---|
Actions on multiple requests can be executed at the same time through the Summary page.
Select the requests by checking the select box and the respective action from the Actions menu.
Resource Scheduling Business Examples
Booking a resource
Scenario 1
Every time a new subscription is created Company ZX installs the necessary hardware at the customer's location for an extra charge. The manager of the installation department creates a plan every week based on available resources / installers; Agents are responsible for planning the installation at the customer's site when they create new subscriptions.
Solution
Configuration
- Create an Activity Type: Installation
- Create a Job Type: 'Bill Installation'
- Add 'Installation' Activity Type as mandatory
- Set the Job as Billable
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 it is booked.
- Set up Monday to Friday as working days.
- Set hourly time slots from 9:00 am to 6:00 pm.
Resource Plans
- Configure a resource plan in the system with the following settings:
- Unit: Installers
- One-time service: Installation
User Process
When a customer requests an installation for a new subscription the 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 book an installer.
- The resource request is created in a 'Pending' life cycle state.
- The installation department manager should review all 'Pending' resource requests and 'Accept' them.
- When the installer completes the request the life cycle state of the 'Activity' should be changed to 'Completed'.
- 'Complete' the Job.
- Bill the Job.
- The one-time service activity is billed through the job, based on the duration it took to complete.
Verifying and Approving Resource Requests
Scenario 2
Company ZX would like to review resource requests before booking therm. The installation back-office is responsible for contacting customers to confirm the appointments before finalizing the weekly installer schedule.
In the beginning of the week, the back-office should call again to reconfirm the booked appointments. If customers decide to cancel their appointment, then the back-office must free the slot and make it available for booking again.
Solution
Configuration
- Resource Scheduling Definition
- Enable 'Request Confirmation is Required for Activity Resource Requests' so that requested resources are accepted before being booked.
- Enable 'Request Confirmation is Required for Activity Resource Requests' so that requested resources are accepted before being booked.
User Process
Plan the upcoming week's schedule
New resource requests that are booked by agents have a life cycle state set to 'Pending'.
The installation back-office department is responsible for retrieving and handling the requests. Once the booking is confirmed by the customers:
- Navigate to Manage Resource Requests.
- Search and retrieve requests in a 'Pending' life cycle state for the upcoming week.
- For each request, access customer details through the contact information defined on the activity and confirm the appointment.
- Accept confirmed or Reject canceled appointments from the Actions menu.
Confirm the current week's schedule
Requests for planned and confirmed appointments have a life cycle state set to 'Accepted'.
The installation back-office department is responsible for retrieving appointments planned for the week and reconfirm that they are still valid. If the customer reconfirms, then no further action is necessary. However, if the customer cancels or postpones the appointment, the booked resources must be released:
- Navigate to Manage Resource Requests.
- Search and retrieve requests in an 'Accepted ' life cycle state for the current week.
- For each request, access customer details through the contact information defined on the activity and confirm the appointment.
- Cancel the appointments by using Cancel from the Actions menu.
Notes
- If you are using a previous release, view CRM.COM Release Changes.
- Use the WEB API to create and manage resource scheduling from an external system, such as a customer portal. Refer to the Resource Requests WEB API for a comprehensive list of available actions.
Glossary
| CRM.COM Term | Definition |
|---|---|
| Activity | A small task or action that is either stand-alone or must be completed as part of a larger project. |
| Job | A small project initiated by the operator for customers, involving the delivery and billing of services, products, and activities. Customer requests and orders, such as that for a new subscription, can be initiated and registered through a job. |
| One-time service | A service (usually requested by the customer), which is provided and billed once, based on duration. |
| Unit | A body of users that belong to the same team and follow identical business processes. |