Defining Rules and Resources for Services
Provide and schedule services to your customers in Microsoft Dynamics CRM as a service activity. When creating a service record, you must define the selection rules and add resources to be able to schedule it.
Creating a service includes the following tasks:
Resources are people (users), facilities, or equipment that perform the service or are required to perform the service. Resources required to perform a service are defined in the service's selection rules.
To schedule a service activity, you first select the service and then search for an available time. Microsoft Dynamics CRM uses the service's selection rules and the resource's work schedule to present a list of available times. After you select the time that you want, the service activity is added to the schedule.
Defining Selection Rules and Required Resources
In its simplest form, a selection rule is the list of users, facilities, or equipment required to perform a service and the rules that select them. For each service, you define at least one selection rule and select one or more users, facility, and equipment to perform the service. By using conditional subrules, you can further refine the resource selection. Microsoft Dynamics CRM displays your selection rules in a tree view. When you search for a service activity time, the selection rules consider the lowest-level subrules first, and then the next level up, until they reach the top-level rule.
More information: Types of Selection Rules
Understanding How to Use Capacity Scheduling and Effort Required
You can set up services and resources in Microsoft Dynamics CRM to take into account different-sized facilities or the experience levels of your users when a service is scheduled. This is known as capacity scheduling. Capacity is a relative unit that you define.
Capacity can also measure skill level.
When you add effort required into the selection rule, every time a user searches for an available service activity time, the selection rules inspect the resources for capacity available. If the resource is scheduled, then that resource's capacity is reduced by the effort required for the service.