Configuring Secondary Service Teams for Resource Recommendations
To ensure Resource coverage continuity for ongoing work and align cross-team policies, you can configure Secondary Service Teams to expand the Resource pool that can be used in Resource recommendations.
This configuration is optional. If no Secondary Service Teams are configured, only Primary Service Teams are used for Resource recommendations. Only directly linked Secondary Service Teams can be used in Resource recommendations.
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• Existing access control is enforced across all Primary Service Teams and Secondary Service Teams.
• When Secondary Service Teams are configured, existing Resource recommendation caps apply across the combined pool. To maintain responsiveness, you can limit the number of Resources in recommendations by configuring the Maximum Resource List for Resource Recommendation setting.
• Resource List-level filters apply to all Resources associated with both Primary Service Teams and Secondary Service Teams.
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To configure Secondary Service Teams functionality for all users, you first configure the Enable Secondary Service Team for Resource Recommendations setting. To enable the functionality for specific Roles and Groups, you can instead configure application setting values per your business needs. After the functionality is enabled, you link Secondary Service Teams to appropriate Primary Service Teams.
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The Enable Secondary Service Teams for Resource Recommendations setting applies only to Resource recommendations, and does not affect Schedule Proposals and Appointment Proposals.
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To configure Secondary Service Teams for resource recommendations:
1. To enable Secondary Service Team functionality for all users, in Max Designer, click > Settings (
), and then in the list view, click Enable Secondary Service Team for Resource Recommendations.
), and then in the list view, click Enable Secondary Service Team for Resource Recommendations.2. On the record page, click Default Value, and then in the top left corner, click Save and Close (
).
).3. To enable Secondary Service Team functionality for specific Roles and Groups, follow the steps in Configuring Application Settings for Roles and Groups.
For example, to enable Secondary Service Team functionality only for dispatchers in the APAC region, create a Group, assign the relevant users with the Dispatcher role to that Group, configure a new setting value set to true, and apply it to the Group.
4. Click Development Tools (
) > , and then in the left pane, search for and click Service Team.
) > , and then in the left pane, search for and click Service Team.5. Click Records, and then in the list view, click the Service Team for which you want to configure a Secondary Service Team.
6. On the record page, under Secondary Service Team, click Link (
), and then in the Link Related Service Teams list, select one or more Service Teams and click Link Selected Records.
), and then in the Link Related Service Teams list, select one or more Service Teams and click Link Selected Records.