---
schema_version: "1"
id: ff03dc6637cec202759607f8bee6d6568061b1c3348536e19fae56f44c316d6f
title: Determine Appointment Time Slots with Shifts
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_determine_time_slot_with_shifts.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_determine_time_slot_with_shifts.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 0fc414a4e55ebdc70d2fefb064fead175a6e72c9501cb505386e8470fd56f636
description: To determine time slots with shifts, enable shift-related rules in the scheduling policy. To consider a service territory member’s shifts instead of the service territory member’s operating hours, enable the Use service territory member’s shift option. However, if you want to consider the intersection of shifts and the service territory’s operating hours, then enable the Use service territory’s operating hours with shifts option along with the Use service territory member’s shift option. To consider the account’s operating hours along with the intersection, enable the Enforce Account’s Visiting Hours option.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# Determine Appointment Time Slots with Shifts

To determine time slots with shifts, enable shift-related rules in the scheduling policy. To consider a service territory member’s shifts instead of the service territory member’s operating hours, enable the Use service territory member’s shift option. However, if you want to consider the intersection of shifts and the service territory’s operating hours, then enable the Use service territory’s operating hours with shifts option along with the Use service territory member’s shift option. To consider the account’s operating hours along with the intersection, enable the Enforce Account’s Visiting Hours option.

### 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;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

Depending on the rules that you define in the scheduling policy, Salesforce Scheduler determines the availability of appointment time slots according to:

- Shift timings
- Intersection of time slots in operating hours of the service territory and shift timings
- Intersection of time slots in operating hours of the account and shift timings
- Intersection of time slots in operating hours of the service territory, operating hours of an account, and shift timings

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_important.png)

Important

- If you enable the Use service territory member's shift option and the service resource doesn't have any shifts, no time slots are available.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
      <colgroup>
        <col style="width:25%">
        <col style="width:25%">
        <col style="width:25%">
        <col style="width:25%">
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48218e95">Use service territory member's shift</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48218e98">Use service territory's operating hours with shifts</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48218e101">Enforce Account’s Visiting Hours</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d48218e104">Salesforce Scheduler determines time slots based on</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="Use service territory member's shift" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e95 ">Enabled</td>

          <td data-label="Use service territory's operating hours with shifts" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e98 ">Disabled</td>

          <td data-label="Enforce Account’s Visiting Hours" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e101 ">Disabled</td>

          <td data-label="Salesforce Scheduler determines time slots based on" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e104 ">
            <p>Shifts.</p>
            <div>
              <p>Example:</p>
              <ul>
                <li>Service territory's operating hours: 10 AM - 3 PM, Monday to Friday</li>
                <li>Service resource's shifts: 10 AM - 4 PM. Monday to Friday</li>
                <li>Available time slots: 10 AM - 4 PM, Monday to Friday</li>
              </ul>
            </div>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Salesforce Scheduler doesn't consider the service territory's
                  operating hours.</div>
              </div>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Use service territory member's shift" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e95 ">Enabled</td>

          <td data-label="Use service territory's operating hours with shifts" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e98 ">Disabled</td>

          <td data-label="Enforce Account’s Visiting Hours" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e101 ">Enabled</td>

          <td data-label="Salesforce Scheduler determines time slots based on" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e104 ">
            <p>The intersection of shifts and the account's operating hours.</p>
            <div>
              <p>Example:</p>
              <ul>
                <li>Service territory's operating hours: 2 PM - 6 PM, Monday to Friday</li>
                <li>Service resource's shifts: 10 AM - 4 PM. Monday to Friday</li>
                <li>Account's operating hours: 10 AM - 12 PM, Monday to Friday</li>
                <li>Available time slots: 10 AM - 12 PM, Monday to Friday</li>
              </ul>
            </div>
            <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
              <div class="slds-media slds-media_responsive">
                <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_note.png" alt="Note"></span></div>
                <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> Salesforce Scheduler doesn't consider the service territory's
                  operating hours.</div>
              </div>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Use service territory member's shift" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e95 ">Enabled</td>

          <td data-label="Use service territory's operating hours with shifts" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e98 ">Enabled</td>

          <td data-label="Enforce Account’s Visiting Hours" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e101 ">Disabled</td>

          <td data-label="Salesforce Scheduler determines time slots based on" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e104 ">
            <p>The intersection of shifts and service territory's operating hours.</p>
            <div>
              <p>Example:</p>
              <ul>
                <li>Service territory's operating hours: 9 AM - 3 PM, Monday to Friday</li>
                <li>Service resource's shifts: 8 AM - 4 PM. Monday to Friday</li>
                <li>Available time slots: 9 AM - 3 PM, Monday to Friday</li>
              </ul>
            </div>
          </td>

        </tr>
        <tr class="">
          <td data-label="Use service territory member's shift" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e95 ">Enabled</td>

          <td data-label="Use service territory's operating hours with shifts" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e98 ">Enabled</td>

          <td data-label="Enforce Account’s Visiting Hours" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e101 ">Enabled</td>

          <td data-label="Salesforce Scheduler determines time slots based on" class="slds-cell-wrap" style="vertical-align:top;" headers="d48218e104 ">
            <p>The intersection of shifts, service territory's operating hours, and account's
              operating hours.</p>
            <div>
              <p>Example:</p>
              <ul>
                <li>Service territory's operating hours: 10 AM - 3 PM, Monday to Friday</li>
                <li>Service resource's shifts: 10 AM - 4 PM. Monday to Friday</li>
                <li>Account's operating hours: 10 AM - 12 PM, Monday to Friday</li>
                <li>Available time slots: 10 AM - 12 PM, Monday to Friday</li>
              </ul>
            </div>
          </td>

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

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_example.png)

Example

Bruce, a contractor, specializes in loan management and manages his own availability independent of any branch. To reflect his availability, he creates shifts from 10 AM to 5 PM, Monday to Friday. The operating hours of the 1 Market St. branch are 10 AM to 3 PM, Monday to Friday. Salesforce Scheduler shows time slots that are based only on Bruce's shifts, and doesn’t consider the branch’s operating hours.

![shifts\_time\_slot\_ex1](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/scheduler/images/ls_shifts_time_slot_ex1.png)

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_example.png)

Example

John, a banker, works in the 1 Market St. branch. The operating hours of the 1 Market St. branch are from 10 AM to 3 PM, Monday to Friday. To schedule more appointments, John creates his shifts from 10 AM to 4 PM, Monday to Thursday. However, the branch manager has a strict policy to schedule appointments only during the branch’s operating hours.

Salesforce Scheduler now shows time slots from 10 PM to 3 PM for John based on his shifts and the branch’s operating hours.

![shifts\_time\_slot\_ex2](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/scheduler/images/ls_shifts_time_slot_ex2.png)

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/images/icon_example.png)

Example

John, a banker, works in the 1 Market St. branch. The operating hours of the 1 Market St. branch are 10 AM to 3 PM, Monday to Friday. Jane, a customer, only makes appointments between 10 AM and 12 PM. John has created shifts between 10 AM and 2 PM. When John wants to schedule an appointment with Jane, the available time slots are between 10 AM and 12 PM. The time slots are determined based on the intersection of the branch’s operating hours, John’s shifts, and Jane’s operating hours.

![shifts\_time\_slot\_ex3](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-scheduler-264-0-0-production-enus/0530be2f-891f-4263-a0d7-96ddca56a717/scheduler/images/ls_shifts_time_slot_ex3.png)

- **[Define Shift Rules in Scheduling Policy](https://help.salesforce.com/s/articleView?id=platform.ls_use_shifts_to_determine_time_slots.htm&release=264.0.0&type=5)**  
    To use shifts instead of the service territory member’s operating hours when determining available time slots, enable shift-specific rules in the scheduling policy.

#### See Also

- [How Salesforce Scheduler Determines Available Time Slots](https://help.salesforce.com/s/articleView?id=platform.ls_how_are_time_slots_determined.htm&release=264.0.0&type=5 "When users schedule a service appointment, Salesforce Scheduler uses multiple factors, such as field values, scheduled appointments, absences, Scheduler Settings, and Scheduling Policies to determine available time slots.")
- [Set Up Operating Hours in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_set_up_oh.htm&release=264.0.0&type=5 "Operating hours represent the time slots during which appointments can be scheduled. For example, if a bank allows mortgage appointments at a branch only Monday through Wednesday, from 8 AM to 2 PM, create operating hours for the mortgage work type that reflect this requirement.")
- [Scheduling Policy Rules in Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_scheduling_policies.htm&release=264.0.0&type=5 "Understand the scheduling policy rules that are available in Salesforce Scheduler.")