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Set work hours for a resource (Customer Service)

You can set the hours a user works or set the operating hours for a facility or equipment. By default, users, facilities, and equipment are set up for a 7-days-a-week, 24-hour schedule.

You can edit existing work hours by following steps 1 and 2 to go to the Users or Facilities/Equipment area. Then, open the resource you want to edit. Editing a schedule does not affect existing service activities created for the resource.

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Set work hours for a facility or equipment

Set work hours for a user

Set work hours for a facility or equipment

  1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security role or equivalent permissions.

    Check your security role

    1. Follow the steps in View your user profile.

    2. Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Business Management.

  3. Click Facilities/Equipment.

  4. In the list, open the resource record you want modify.

  5. Click Work Hours.

  6. On the Monthly View tab, double-click a date on the calendar that is the first day you want the new schedule to start, or any date that will be affected by the new schedule.

  7. In the Edit Schedule dialog box, select one of the following, and then click OK.

    • This date only

      This option changes only the date selected.

      Skip to step 10.

    • From <this date> onward

      This option changes only the schedule going forward.

    • Entire recurring weekly schedule from start to end

      This option changes this entire schedule from the start to end date.

      Selecting this option might change past days, which may affect reports regarding hours worked in the past.

  8. In the Weekly Schedule dialog box, in the Set the recurring weekly schedule section, select one of the following:

    • Are the same each day

      The new schedule is the same for every day of the week. After you select this option, select the days of the week that the resource is available.

    • Vary by day

      The new schedule is different for one or more days of the week. After you select this option, select the days of the week that the resource is available.

    • None. Resource is not working

      The new schedule includes time that the resource is not working.

    In the Weekly Schedule dialog box, you can also do any of the following:

    • If the schedule is for more than one day, select the days of the week that this schedule is effective.

    • If the resource does not work during business closures, select the Observe option.

    • Under Date Range, in the Starting on box, you can change the date the schedule starts.

      You cannot change the date the schedule ends. To end a schedule, you must define a new schedule on that date.

  9. Choose the work hours link for the schedule you want to modify.

    If work hours have not been set previously, the link is displayed as "Set Work Hours."

  10. In the Set Work Hours and Service Restrictions dialog box, complete the following fields, and then click OK:

    • Date

      Select a date from which the work hours for services are to be considered.

    • Start

      Select the time the work day starts.

    • End

      Select the time the work day ends.

      To add a break in the work hours, such as a lunch break, click Add Break, and then select the start and end time of the break.

  11. To define a time when a service will not be available, on the Service Restrictions tab, click New. In the Edit a Service Restriction dialog box, select the service, and select the start and end time between which the service will be unavailable, and then click OK.

  12. Click Save and Close to close the Weekly Schedule dialog box.


Note

  • You can set the work hours for a single day by double-clicking the day, and then in the Edit Schedule dialog box, select This date only, then click OK. Then, perform step 10 in the procedure.

  • All of the options may not be available to you for selecting how much of the schedule you want to edit. The available options are based on the schedules that are already set up.


Set work hours for a user

  1. Make sure that you have the System Administrator, System Customizer, Sales Manager, Vice President of Sales, Vice President of Marketing, or CEO-Business Manager security role or equivalent permissions.

  2. Go to Settings > Security.

  3. Click Users.

  4. Open the user record you want to set work hours for.

  5. On the top, select the arrow next to the name of the user.

  6. Click Work Hours.

  7. From the Set up drop-down list, choose the schedule display as required..


    Note

    Monthly schedules are the default display; you can choose weekly and daily schedules.


  8. Double-click a date on the calendar that is the first day for which you want to set work hours.

  9. In the Edit Schedule dialog box, select one of the following and then click OK.

    • This date only

      This option changes only the selected day.

      Skip to step 12.

    • From <this date> onward

      This option changes only the schedule going forward.

    • Entire recurring weekly schedule from start to end

      This option changes this entire schedule from the start to end date.

      Selecting this option might change past days, which may affect reports regarding hours worked in the past.

  10. In the Weekly Schedule dialog box, in the Set the recurring weekly schedule section, select one of the following:

    • Are the same each day

      The new schedule is the same for every day of the week. After you select this option, select the days of the week that the resource is available.

    • Vary by day

      The new schedule is different for one or more days of the week. After you select this option, select the days of the week that the resource is available.

    • None. User is not working

      The new schedule includes time that the resource is not working.

    In the Weekly Schedule dialog box, you can also do any of the following:

    • If the schedule is for more than one day, select the days of the week this schedule is effective.

    • If the resource does not work during business closures, select the Observe option.

    • Under Date Range, in the Starting on box, you can change the date the schedule starts.

      You cannot change the date the schedule ends. To end a schedule, you must define a new schedule on that date.

  11. Choose the work hours link for the schedule you want to modify.

    If work hours have not been set previously, the link is displayed as "Set Work Hours."

  12. In the Set Work Hours and Service Restrictions dialog box, complete the following fields, and then click OK:

    • Date

      Select a date from which the work hours for services are to be considered.

    • Start

      Select the time the work day starts.

    • End

      Select the time the work day ends.

      To add a break in the work hours, such as a lunch break, click Add Break, and then select the start and end time of the break.

  13. To define a time when a service won’t be available, on the Service Restrictions tab, click New. In the Edit a Service Restriction dialog box, select the service, and select the start and end time between which the service will be unavailable, and then click OK.

  14. To close the Weekly Schedule dialog box, click Save and Close.

Applies To

Dynamics 365 (online)

Dynamics 365 (on-premises)

Dynamics CRM Online

Dynamics CRM 2016

Dynamics CRM 2015

Dynamics CRM 2013