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Define an Appointment Assignment Policy

Define an appointment assignment policy and specify the parameters that are used to calculate the utilization score for service resources.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions
  1. From Setup, in the Quick Find box, enter Assignment Policies, and then select Assignment Policies.
  2. Click New.
  3. Enter a name for the policy.
  4. From the Policy Type list, select Load Balancing.
  5. Select a utilization count type.
    Total Appointment Duration
    Calculates a service resource’s utilization score based on the total duration of scheduled appointments for that resource.
    Number of Appointments
    Calculates a service resource’s utilization score based on the total number of scheduled appointments for that resource.
  6. Select a utilization calculation frequency.
    Parameter-Based
    Calculates the utilization score for the number of days that are displayed on the time slot screen. For APIs, the utilization score is calculated for the duration specified in the getAppointmentCandidates or available-territory-slots API.
    Monthly
    Calculates service resources’ utilization scores for the entire month during which the appointment is schedule. (This date isn’t the date of appointment.) For an anonymous appointment, the utilization scores are calculated for the entire month that the selected appointment time slot falls in.

    For example, if you’re scheduling an appointment on July 8, all appointments in the month of July are considered for calculating the utilization score. For an anonymous appointment, if you select an appointment time slot on August 10, all appointments in the month of August are considered.

    Weekly
    Calculates service resources’ utilization scores for the entire week during which the appointment is scheduled. (This date isn’t the date of appointment.) For an anonymous appointment, the utilization scores are calculated for the entire week that the selected appointment time slot falls in.

    For example, if you’re scheduling an appointment on July 8, all appointments in that week are considered for calculating the utilization score. For an anonymous appointment, if you select an appointment time slot on August 10, all appointments in that week are considered.

  7. Save your changes.