Configuring Schedule Optimization to Use Service Board Shift Information
You can configure Schedule Optimization to use technician shift information from Service Board instead of the technician working hours defined in Salesforce Business Hours. This helps reduce redundancy and provides a seamless experience if you are using Schedule Optimization and Service Board together. For example, see Use Case.
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This capability is supported in Batch Optimization only. Long-Term Planner and Real-Time Optimization are not supported currently.
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Prerequisites
Ensure that you have fulfilled the following prerequisites:
• Perform the following in Service Board:
◦ You have performed the initial sync to sync the access hours and holidays.
◦ You have created and configured shift plans and shifts for the relevant technicians.
◦ You have created the required shift exceptions for the relevant technicians.
• Ensure that the required permissions are provided for the Shift Segment object for the following fields for the profile associated with the Optimax Authentication user before running the shift flow. For Example, the administrator created a user named OPTIMAX and was set to the recommended profile, System Administrator, then the field permissions should be provided for the following fields in the System Administrator profile.
◦ Assigned Resource
◦ Is Available
◦ Shift Segment End
◦ Shift Segment Start
◦ Shift Segment Type
◦ Shift Type
Configuration in Schedule Optimization
To configure Schedule Optimization to use technician shift information from Service Board:
1. Configure named credentials and external credentials in the org to authenticate Service Board.
2. Configure the platform cache to store the Service Board AccessToken and ClientId.
3. Set the SET060 (Module: OptiMax, Submodule: Dispatch Calculations) value to SB Shifts.
4. Set the SET00100 (Module: OptiMax, Submodule: Manage Optimax Setting) value to 20.
This is an option configuration. Create this custom setting if you want to use SB Shift as Business hours to support a good number of data volumes.
The recommended data volumes are as follows:
◦ Horizon: 20
◦ Number of technicians: 100
◦ Setting Value: 20
◦ WO: 5000
◦ Event: 2000
◦ Shift Exception (Type: off): 2000
Recommended Data Volume
The following data volume is recommended. These are the currently supported maximum limits.
• Dispatch horizon: 20 days
• Break and shift exceptions for a single dispatch process job run: 2300
• Number of technicians: 100
Use Case
The following is a use case of Service Board shift information configured to be considered in Schedule Optimization :
• Dispatch horizon: 3 days
• The technicians in the territory:
◦ Mark
◦ John
• The batch optimization job runs every day at 7 AM.
When the batch job runs, the shift segments for the technicians are fetched for the current dispatch horizon dynamically. In this example, three shift segments are created for John and Mark, for the three days in the dispatch horizon each, respectively. These six shift segments are then used by Schedule Optimization for scheduling. When the job runs the next day, the current existing shift segment information is erased and a fresh set of shift segment data for the current dispatch horizon is created.
Reference Topics
• For more information, see Implementation Behavior and Limitations.
• For the Shift Segment object data model, see Shift Segment.
• For the configuration setting information, see SET060.