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Tips for setting up the SAP Service Cloud Resource Scheduler

Corina Claassen - van der Wijst

You know that feeling… you see something that fits perfectly for your customer, you have read all the information you could find about the subject and you start the implementation of it… But then.. something is missing, one small detail – your solution is not working as you expected it to be.
You search and search for that missing piece, and you end up with one of your colleagues who does know the answer to your missing piece.
That happened to me, with the Resource Scheduler in SAP Service Cloud.

So, I would like to share my tips with you, to save you time and the above experience.

Situation 1: resource scheduler is in scope, the work center has been added to the required business role(s); you have set up your service teams with employees and you have added the working times for your employees (on the employee view).
But still, you do not see any employees in your scheduler.
Solution: go to the filter symbol; choose in the field ‘service team’ one of your service teams and click on ‘Go’. This will trigger the system and it will show you your team.
, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel
, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

Also, make sure that you do not just add working days to the employee, but also maintain working hours. So for each employee you should have the following maintained:

  • Working Period (time zone and calendar)
  • Working Days – if your employee works 4 days in the week you can add that here, but also if he works five days you need to maintain that here.
  • Working Hours – if your employee always has lunch from 12:30 – 13:00h you can add that here as well.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

 

Situation 2: You want to use colors in the Resource Scheduler. The color scheme needs to be setup based on the RGB (Red, Green, Blue) color model. So how does this work?

Solution: first go to the business configuration workcenter, and to the implementation projects.

  • Open the activity list of your project.
  • Search for activity ‘Demand Processing, add it to your project (if this is not already the case), and open it.
  • To define the colors, you first need to set this up in ‘Maintain Colors for display of Assignments’.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

In this screen you can define your color scheme. So I want to start using the colors: red, green, blue, orange and yellow. As per screenshot below, this is how you should define your colors.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

You can use the defined colors on your assignment bar. For instance, you want tickets with priority ‘Immediate’ to stand out by giving them the color red.
This can be done by accessing ‘Maintain Color Profile for Assignment Bar’.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

Here you can maintain the background and the border color. I have set both to ‘Ticket Priority’. In the ‘Set Color’ section, you define the color for you ticket priority. If you want to see the color also on tickets from the past and in the future, make sure to populate the fields with the color.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

See below for the red assignment in the Resource scheduler, with priority ‘Immediate’.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

Or you can define that tickets with a status ‘Immediate’ that – when it is in the past – the color should not be Red, but for instance Orange.

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

It will look like this:

, Tips for setting up the SAP Service Cloud Resource Scheduler, Acorel

If you have any question regarding the above, or anything else on C4C resource scheduler – do not hesitate to contact us!

Corina Claassen - van der Wijst