CCS - Service Appointment Management + Match Resources

Service Appointment Management has two key functions which allows you to manage Service Appointments that have been scheduled for your Participants:

Bulk update Service Appointments.
Match Service Resources (Support Workers) to Service Appointments.

Available in this article:

1 Accessing Service Appointment Management
2 Applying Filters
3 Bulk Updating Service Appointments
4 Matching Resources
- 4.1 Resource Time Preferences
- 4.2 Global Filters
- 4.3 Match Resources Table View
- 4.4 Advanced Filters

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Accessing Service Appointment Management

You can access the Service Appointment Management tab via the Services App (or other service apps that have been implemented in your organisation) or by searching for Service Appointment Management via the App Launcher.

Accessing the Service Appointment Management tab via this method will show you all Service Appointments scheduled for the current month, you can then use Add Filters to drill down further.

From a Contact Record you have a quick action to Manage Appointments, this will take you to the Service Appointment Management tab with a filter already applied for the Contact you're viewing.

Applying Filters

Click on the Add Filters button in the top right of the interface to open up the filter options. You can then add the desired filters and click the Apply Filters button to filter the Service Appointments table.

Filtering Options

Filter	Description

Filter	Description
Days of the Week	Filter `Service Appointments` that are scheduled for specific days of the week.
Date Range	Filter a specific date range based on the `Start Date` on a `Work Order`.
Start Time Range	Filter based on the `Start Time` that the `Service Appointment` is being delivered.
End Time Range	Filter based on the `End Time` that the `Service Appointment` is being delivered.
Service Appointment Number	Filter a specific `Service Appointment` based on the `Service Appointment Number.`
Work Order	Filter `Service Appointments` related to a specific `Work Order` based on `Work Order Number`.
Contact	Filter for `Service Appointments` related to a specific `Contact`.
Service Agreement	Filter for `Service Appointments` related to a specific `Service Agreement`.
Status	Filter for `Service Appointments` with a specific `Status`.
Service Resource	Filter for `Service Appointments` which have a specific `Assigned Resource`.
Search Appointments without Assigned Resources	Filter for `Service Appointments` which have no `Assigned Resource` so you can use Match Resources to find suitable resources.
Service Territory	Filter for `Service Appointments` which have a specific `Service Territory` assigned.
Care Manager / Client Coordinator	This is a field on the `Contact` which allows you to search based on `Care Manager / Client Coordinator` assigned to the `Participant`.
Workforce Coordinator	This is a field on the `Contact` which allows you to search based on `Workforce Coordinator` assigned to the `Participant`.
Work Type	Filter for `Service Appointments` which have a specific `Work Type` assigned.
Support Category	Filter for `Service Appointments` which have a `Support Item` containing a specific `Support Category`, assigned via the `Work Order Line Item` on the related `Work Order`.

Bulk Updating Service Appointments

We can bulk update Service Appointments by selecting the records we want to update, using the check action (cross and tick icons) in the right hand column or by selecting Check All which will select all records in the filtered view, and then clicking Update Selected.

Clicking Update Selected will open the selected rows for editing. You can enter your updates in the open fields across the top of the Service Appointments table and apply bulk updates using the Apply button.

Click Save when all necessary updates have been applied.

Matching Resources

The Match Resources (or Get Candidates) feature allows you to find suitable Service Resources (Support Workers) to assign to Service Appointments.

To make the Match Resources (or Get Candidates) button available on the Service Appointment Management interface, you must set the filter Search Appointments without Assigned Resources to TRUE.

Resource Time Preferences

An important part of configuring the Match Resources feature is to ensure that each Service Resource has a Preference Record created on their Service Resource Record. This will define the Time Slots that the Service Resource is available to work.

The Time Slots can be added to a Preferences Record related to the Service Resource to define when they're available to work.

On the Preference Record you will see a section where you're able to configure Time Slots for the Service Resource.

Global Filters

In the Match Resources (or Get Candidates) feature you will notice Global Filters are available in the top left corner.

Global Filter	Description

Global Filter	Description
Distance	Filter `Service Resources` (Support Workers) within a specified range of the `Service Appointment Location`. This uses the `Suburb Postcode` `Location` field on the `Work Order` to determine the `Location` of the `Service Appointment`. This uses the `Location` field on the `Service Resource` to define the `Location` of the `Service Resource`. If the `Distance` reads “0”, then a `Location` has not been added to the `Service Resource` Record.
Match Skills	Filter by `Skills` which you can see in the `Skills` column of the Match Resource table. `Required Skills` are assigned to a `Contact` via the Manage Preferences quick action on a `Contact` Record. `Skills` are assigned to a `Service Resource` via their `Service Resource` Record.
Attribute Match	Filter by a percentage of `Attributes` that you would like to match for `Service Appointments`. `Attributes` allow you to match `Participants` to specific fields on a `Service Resource` Record. `Attributes` are assigned to a `Contact` via the Manage Preferences quick action on a `Contact` Record.
Preference	Filter based on the Resource Preference that has been assigned to a `Service Resource` in relation to a specific `Participant`. Required means the `Service Resource` must be scheduled to the `Participant`. Excluded means the `Service Resource` must not be scheduled to the `Participant`. Preferred means the `Service Resource` is the preferred option when scheduling for this `Participant`.
Employment Status	Filter based on the `Employee Status` which is a field on the `Service Resource` Record.

Match Resources Table View

The filters that you applied to Service Appointment Management before clicking Match Resources or Get Candidates will determine the Service Appointments and Contacts you can see in the Match Resources Table View. You will see a tab for each Participant if there are many Participants in your filtered view.

FEATURE	DESCRIPTION

FEATURE	DESCRIPTION
Service Appointment Header	You will see the `Start` and `End Date/Time`, `Location` and `Service Appointment Number` in the accordion header for each `Service Appointment`.
Service Resource Information	`Name`, `Email` and `Phone` for each `Service Resource` is available in the respective columns.
Distance	Specifies the `Distance` of the `Service Resource` from the `Service Appointment Location`. This uses the `Suburb Postcode` `Location` field on the `Work Order` to determine the `Location` of the `Service Appointment`. This uses the `Location` field on the `Service Resource` to define the `Location` of the `Service Resource`. If the `Distance` reads “0”, then a `Location` has not been added to the `Service Resource` Record.
Booked	Specifies if the `Service Resource` has a `Service Appointment` scheduled at the same time. No = they’re available to be scheduled. Yes = they have a Service Appointment already scheduled.
Workload	This relates to the `Scheduling Constraint` Record attached to a `Service Resource` to help guide capacity. Workload specifies how many `Service Appointments` they can complete per day and how many are currently scheduled.
Day Availability	This relates to the `Scheduling Constraint` Record attached to a `Service Resource` to help guide capacity. Day Availability specifies how many hours they have remaining in the day that can be scheduled.
Week Availability	This relates to the `Scheduling Constraint` Record attached to a `Service Resource` to help guide capacity. Day Availability specifies how many hours they have remaining in the week that can be scheduled.
Month Availability	This relates to the `Scheduling Constraint` Record attached to a `Service Resource` to help guide capacity. Day Availability specifies how many hours they have remaining in the month that can be scheduled.
Skills	Specifies how many `Skills` the `Service Resource` has out of the `Skills` that are required by the `Participant`.
Attributes	Specifies how many `Attributes` the `Service Resource` has out of the `Attributes` that have been specified on the `Participant`.
Schedule Icon	Clicking this icon (Calendar Icon in far right column) will schedule the `Service Appointment` to the selected `Service Resource`.
Approach Icon	Clicking this icon (Speech Bubble Icon in far right column) will send a Suggested `Service Appointment` to the selected `Service Resource` which they can choose to Accept or Reject.
Approach All	Clicking the Approach All button will send a Suggested `Service Appointment` to all the filtered `Service Resources` which they can choose to Accept or Reject.

Advanced Filters

When you click into a Service Appointment you will see the option for Advanced Filters which contains a range of more specific filters which you can use per Service Appointment.

FILTER	DESCRIPTION

FILTER	DESCRIPTION
Include Duplicate Work	Show `Service Resources` even if they have `Booked = Yes`.
Don’t Match Goal	Show `Service Resources` regardless of whether the `Goal` on the Work Order matches to the preferences on the `Participant` Record. When creating a `Work Order` you're able to specify a `Goal` related to the services delivered. When using the Manage Preferences quick action on a `Contact` Record you can specify if a Resource Preference relates to a specific `Goal`.
Min Available Services (Day)	Filters for the minimum Available Services that the `Service Resource` can deliver on the day, this corresponds with the Workload column.
Min Available Hours (Day)	Filters for the minimum Available Hours that the `Service Resource` can deliver on the day, this corresponds with the Day Availability column.
Min Available Hours (Week)	Filters for the minimum Available Hours that the `Service Resource` can deliver in the week, this corresponds with the Week Availability column.
Min Available Hours (Month)	Filters for the minimum Available Hours that the `Service Resource` can deliver in the month, this corresponds with the Month Availability column.
Match Following Skills	Filters for specific Skills, useful in the scenario where some Skills are more important than other Skills.
Match Following Attributes	Filters for specific Attributes, useful in the scenario where some Attributes are more important than other Attributes.

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