Configure Shift Settings

Add engagement channel types and topics to a shift. You can also define maximum appointments that customers can schedule for each of these associated topics.

Required Editions

Available in: Lightning Experience.

Available in: Enterprise and Unlimited Editions

Here are some things to keep in mind before you configure shift settings.

To view options to select both topics and channels, enable both the Multiple Topics for Shifts and Schedule Appointments Using Engagement Channels settings.
To add concurrency for topics, enable Concurrent Scheduling.
Salesforce Scheduler considers a shift to determine resource availability only if the shift has at least one associated topic or an engagement channel type.
Salesforce Scheduler doesn’t support adding topics to a shift for Experience Cloud sites on mobile browsers.

From the App Launcher, click Shifts.
Perform an action:
- Click next to a shift, and then click Configure.
- From the schedule view, hover over a shift, and then click Configure.
Select and add channels individually, or simultaneously select all the channels by clicking Select all.
If you manually select all available channels and add them, Salesforce Scheduler automatically selects Select all.

Note If you select Select all and then add another channel to the shift by using Shift Engagement Channel from the Shift’s Related tab, Salesforce Scheduler considers only the Select all option for the shift.
Select and add topics individually, or simultaneously select all topics by clicking Select all.
If you manually select all available topics and add them, Salesforce Scheduler automatically selects Select all.

Note If you select Select all and then add another topic to the shift by using Shift Work Topic from the shift’s Related tab, Salesforce Scheduler considers only the Select all option for the shift.
To set concurrency for the topics associated with the shift, perform these steps.
1. Select Maximum Appointments.
2. Enter a value for the maximum number of appointments that can be booked for each time slot available for the topic within the associated shift.
  You can enter a value from 1 through 99 in the Maximum Appointments column.
  
  Note You can set concurrency only for the topics that you associate with the shift. If you select Select all in the Topics field, then Salesforce Scheduler shows the Default Maximum Appointments field. You can define a value that’s applicable to all topics. You can update the default value for one or more topics by updating the value in the Maximum Appointments column.
If necessary, use the table to add or update the values for attendee limit and maximum appointments for the selected work topics.

Note You can add or update attendee limits only for the work types that support the group appointment category.
Save your changes.