HOWTO – Resource Scheduling in C4C for LoB Service (SAP Cloud for Service)

You need to activate the functionality by reviewing the new question in BC Configuration related to Resource Scheduling as shown below:

TARGET ROLE: Aligns with resource planner/dispatcher role in organizations

Functionality Overview

• Schedule ticket/item to service technician based on technicians’ calendar and service team
• Service team members determined based on service org. assignments
• Visibility of work tickets that need to be scheduled and relevant ticket elements
• Drag and Drop placement
• Real-time updates with calendar and mobile

Navigation to ticket details from gantt

Non work ticket calendar items are reflected in the gantt (appointments, meetings, etc.)

Color coded to show deviations from plan/norm

• Green – current or future scheduled. Can be in process/completed on time
• Blue – indicates a deviation from plan, such as worked/confirmed in the future
• Yellow – Requires attention. Assignment lies in past but still in progress.
• Red – Not OK – open in the past

Work Ticket relevant

• Ticket must have selected service item assigned
• Service type item must be checked as “Scheduling Relevant”
• Service item duration is used to determine scheduled duration
• Service item description appears in the demand list
• Action: Release for scheduling, Work progress changes to “In scheduling”

Confirmations

• Via Calendar/Appointment: Set as In Process or Complete to updated gantt
• Via Ticket – set actual values in service item + actions. These do not update the RS today

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