Learn about the limitations for appointment distribution, and plan your implementation accordingly.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
- For appointment distribution to work as expected, set the Time Slot Preload Multiplier attribute to 1. For more information, see Flow Screen Component: Select Service Appointment Time.
- For appointment distribution to work effectively, after enabling the required settings, give the system a few weeks to capture sufficient data for calculating utilization scores for service resources.
- To prevent incorrect utilization scores, service resource absences and the date from when a resource becomes eligible for an appointment aren’t considered in the utilization calculation. For example, a resource is on leave for the first half of a week and the utilization calculation frequency is set to weekly in the appointment assignment policy. That resource can be incorrectly treated as one of the least utilized resources for that week. The same scenario applies for a resource who joins the organization mid-week.
- For an appointment assignment policy, 1 day is the minimum period that’s considered when calculating the utilization score even if you specify a smaller From and To range for the Parameter-Based option. For weekly or monthly frequency, the applicable week or month that’s considered for calculating the utilization score is based on the user locale.
- In addition to Salesforce Scheduler, Salesforce has Field Service and several other products that create service appointment records. Let’s say you’ve two or more of these products in the same org. If a service resource takes appointments from every product, then every appointment is considered for calculating the utilization score for that service resource.
- If the Appointment Distribution option is enabled and the Use service territory member’s shift option is selected in the scheduling policy, Scheduler shows the service resources by filtering. The resources are filtered based on the value in the Number of Resources to Show (Appointment Distribution) flow attribute. Scheduler then considers the available shifts for the filtered service resources.