---
schema_version: "1"
id: aeca27cecaca5f66577520b754701d48348362b0ec274291623186c6378120c9
title: Workforce Scheduling in Public Sector
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/aps_workforce_scheduling.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.aps_workforce_scheduling.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 72f1c2ac9e1e1417f59f8c574c63aed5181ffaeb71e2faa2bee477fdaddd7824
description: 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.
products:
  - Public Sector
release: "264"
---
# Workforce Scheduling in Public Sector

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=ind.psc_supported_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the editions, user interfaces, and add-ons that support Public Sector.">View supported product editions</a>.</td></tr></tbody></table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-public_sector_solutions-264-0-0-production-enus/25746429-1b1c-4bf3-b014-cf92f9531212/images/icon_note.png)

Note Workforce Scheduling is bundled as an add-on license for Public Sector. For more information, contact your Salesforce account executive.

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](https://help.salesforce.com/s/articleView?id=service.wfs_key_concepts.htm&language=en_US).
- To prepare your deployment, see [Get Started with Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_get_started.htm&language=en_US).

## 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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:23.076923076923077%">
          <col style="width:38.46153846153847%">
          <col style="width:38.46153846153847%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35128e94">Business Use Case</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35128e97">Description</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35128e100">Example</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Business Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e94 ">Schedule in the Context of Agency Work</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e97 ">Schedule in-office <a href="https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_interactions.htm&amp;language=en_US" target="_blank">interactions</a> and in-field <a href="https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_visits.htm&amp;language=en_US" target="_blank">visits</a> directly linked to the constituent,
              application, license, case, or complaint record so that scheduling and casework stay
              synchronized.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e100 ">
              <ul>
                <li>LPI: Schedule a permit plan-review meeting linked to a building permit
                  application.</li>

                <li>ICM: Coordinate a secure witness interview or complaint intake follow-up
                  linked to an investigation case.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e94 ">Enable Constituent Self-Service and AI Booking</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e97 ">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.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e100 ">
              <ul>
                <li>Agentforce: A constituent uses a conversational AI agent on an agency website
                  to reschedule an upcoming building inspection.</li>

                <li>Guest User: A driver books a license road test through the public portal
                  without logging in.</li>

                <li>Constituent Portal: An authenticated applicant reviews and cancels an
                  in-office business permit consultation through their portal account.</li>

              </ul>
            </td>

          </tr>



          <tr class="">
            <td data-label="Business Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e94 ">Equip Field Teams with Mobile and Offline Tools</td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e97 ">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.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e100 ">
              <ul>
                <li>LPI: A health inspector at a remote site reviews an AI summary of past
                  violations, completes an inspection checklist offline, logs a code violation
                  with attached photos, collects a contractor signature, and syncs upon
                  return.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Business Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e94 "><a href="https://help.salesforce.com/s/articleView?id=service.wfs_manage_shifts.htm&amp;language=en_US" target="_blank">Manage Shifts</a></td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e97 ">Create and manage service resource availability using individual shifts and
              recurring shift patterns across service territories.</td>

            <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d35128e100 ">
              <ul>
                <li>Shift Management: A supervisor defines recurring shift patterns for compliance
                  officers to ensure adequate coverage for scheduled inspections across multiple
                  agency territories.</li>

              </ul>
            </td>

          </tr>
        </tbody>
      </table>

## 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](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_workforce_scheduling.htm&language=en_US).

 
| 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 |

#### See Also

- [Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_workforce_scheduling_overview.htm&language=en_US)
- [Get Started with Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_get_started.htm&language=en_US)
- [Set Up Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_set_up_workforce_scheduling.htm&language=en_US)