Unify in-office and in-field appointment scheduling across Licensing, Permitting, and Inspections (LPI), Health and Human Services (HHS), and Investigative Case Management (ICM). Schedule compliance inspections, public facility reservations, multi-participant care consultations, and investigative interviews directly in the context of agency records.
Required Editions
| View supported product editions. |
Public sector agencies deliver vital community services through a mix of office consultations, field inspections, and hearings. Caseworkers, inspectors, and dispatchers can coordinate appointments, field visits, and shift using the same constituent records they already work with, eliminating the need for siloed calendars and third-party tools.
- To learn about core building blocks, see Workforce Scheduling Key Concepts.
- To prepare your deployment, see Get Started with Workforce Scheduling.
What You Can Do with Workforce Scheduling
Workforce Scheduling helps public sector businesses operate smoothly from constituent self-service booking to back-office dispatching and field execution.
| Business Use Case | Description | Example |
|---|---|---|
| Schedule in the Context of Agency Work | Schedule in-office interactions and in-field visits directly linked to the constituent, application, license, case, or complaint record so that scheduling and casework stay synchronized. |
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| Enable Constituent Self-Service and AI Booking | Provide self-service scheduling across public portals, mobile apps, and digital channels. Constituents can book, reschedule, or cancel in-office interactions and field visits, use unauthenticated guest flows with automated identity verification, and interact with Agentforce agents to manage appointments independently. |
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| Equip Field Teams with Mobile and Offline Tools | Mobile inspectors and caseworkers can review assignments, check AI-generated visit summaries, and execute guided inspection workflows. Field staff can view regulatory codes tied to checklist items, log violations, capture evidence and photos, record digital signatures, and schedule follow-up visits—even without internet connectivity. Records synchronize automatically when connectivity is restored. Admins can build process-centric workflows or configure the entire mobile experience using Guided Experience (GX) flow templates available with the mobile app. |
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| Manage Shifts | Create and manage service resource availability using individual shifts and recurring shift patterns across service territories. |
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User Permissions
Workforce Scheduling provides role-based permission sets that you assign to users during setup. To enable the feature, configure scheduling policies, and assign permission sets, see Set Up Workforce Scheduling.
| To Do This | You Need This Permission Set |
|---|---|
| Set up and administer Workforce Scheduling | Workforce Scheduling Admin |
| Assign and dispatch resources using the Gantt view | Workforce Scheduling Dispatcher |
| Manage shifts, rosters, and team schedules | Workforce Scheduling Shift Manager |
| Check in and route lobby walk-ins | Workforce Scheduling Lobby Greeter |
| Perform scheduled in-office work | Workforce Scheduling On-Site Resource |
| Perform scheduled field inspections and visits | Workforce Scheduling Field Resource |
| Perform scheduled work as an external contractor | Workforce Scheduling Contractor Field Resource or Workforce Scheduling Contractor On-Site Resource |
| View schedules and appointments | Workforce Scheduling User |