Associate technicians with demand channels

Associate technicians in a territory with demand channels to appropriately assign tasks to the technicians.

Before you begin

Role required: sn_fsm_tp.territory_resource_manager

Ensure you have enabled following.

• Territory model. For more information, see Enable the Field Service territory model.
• Work force optimization. For more information, see Configuring Workforce Optimization for Field Service.
• Enable Enable Shift Scheduling for FSM to determine availability and Enable/disable association of territory resources with demand channels configurations. For more information, see Global domain configurations.
• Advanced Capacity and Reservations Management. For information, see Activate Field Service Advanced Capacity and Reservations management.

About this task

Mapping technicians to demand channels within a territory on a time-bound, recurring basis allows appropriate scheduling to reflect real-world patterns, so tasks are assigned to technicians qualified to handle them at the time they are scheduled. You can define repeating schedules driven by union rules, part-time shifts, or regional strategies. For example, a technician might handle installations on weekdays and repairs only on alternate Saturdays.

This association helps assign the tasks to the appropriate technicians during dynamic scheduling, schedule optimization, or manual scheduling. This also helps calculate accurate appointment availability in scripted mode based on technician demand channel recurrence.

Procedure

1. Navigate to All > Field Service > Territories.
2. From the territories list, open the territory where you want to map demand channel to a technician.
3. In the Resource Demand Channels related list, select New.
4. On the form, fill in the fields.

   Table 1. Territory Resource Demand Channel

   Field	Description
   User	Reference to the name of the technician you want to associate with demand channel.
   Recurrence	Days on which a task for the specified demand channel can be assigned to the technician. If you don't specify any days, task for the specified demand channel can be assigned to the technician on any day.
   Territory	Reference to the name of the territory associated with the technician.
   Demand Channel	The demand channel that the technician supports in the selected territory.
   From	Date from which the demand channel association begins.
   To	Date on which the demand channel association ends.
   All eligible demand channel	Indicates if the technician can be assigned any tasks related to the eligible demand channels. For example, if a technician is associated with Install, Break Fix, and Repair demand channels, the technician can be assigned any tasks related to these demand channels if the value is set to true.
   Active	Indicates if the association of technician with demand channel is active. Select the check box to activate the association.

5. Select Update.

Result

Technicians are associated with demand channels.