To add one or more topics (work type groups or work types) to a shift, enable the Multiple Topics for Shifts setting.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
For Salesforce Scheduler, use Work Type Groups to define topics. If the Salesforce Scheduler for Health Cloud option is enabled, then use Work Types to define topics.
After the setting is enabled, territory managers and service resources can define the availability of resources for these topics by adding one or more topics to a shift. Salesforce Scheduler shows service resources and resource time slots based on the topic that a user selects when creating an appointment.
- Prerequisites to Enable Multiple Topics for Shifts Setting
The Multiple Topics for Shifts feature uses the Shift Work Topic junction object to manage topics supported by shifts. Salesforce Scheduler flows and APIs also use this junction object. Before you enable the Multiple Topics for Shifts setting, migrate information related to supported topics from shift records to shift work topic records and clear the existing work type and work type data. - Enable the Multiple Topics for Shifts Setting
To add one or more topics to a shift, enable the Multiple Topics for Shifts setting. After you enable this setting, you can’t disable it. - Appointment Time Slot Calculation for Concurrent Shifts
A territory manager or a service resource creates concurrent shifts by defining the maximum number of appointments for the associated topic. If they create overlapping shifts with a different concurrency for each of these shifts, then Salesforce Scheduler selects the maximum number of concurrency for a shift duration and minimum concurrency while determining the overlapping time slots within these shifts.