An appointment is assigned to a shift and service resource based on the shift’s
availability and capacity. When a particular shift or work type reaches capacity, the additional
appointments are scheduled in the next shift or with another service resource with available
capacity.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
When using capacity-based scheduling, keep these considerations in mind.
- When shifts overlap, either partially or completely, the default capacity is the sum of the
capacities of the overlapping shifts. For example, if Shift A has a capacity of 5 and overlaps
with Shift B which has a capacity of 3, the default capacity during the overlapping period is 8.
To ensure accurate capacity management, adjust the capacity of the overlapping shifts.
- Enabling capacity limits midway through a shift lifecycle impacts existing appointments.
Ensure that scheduled appointments are reassessed so that they meet capacity.
- Capacity-based scheduling doesn’t support the All topics supported
field on shift work topics.
- Use the shift approval process to ensure that any shift changes, such as adding or modifying
shifts, go through a formal approval workflow.
- When calculating capacity consumption, drop-in appointments aren't considered in the
calculation.
