Achieve improved scheduling outcomes that match your business priorities with refined grading formulas that better reflect your configured service objective weights. The impact of the Skill Preference and Skill Level objectives has doubled. And, the Resource Priority objective now relies on a fixed scale of 1 to 10 instead of the priority values sent in each optimization request, so that the schedule outcome is more predictable. Previously, some underlying calculations reduced the intended impact of an objective's assigned weight.
Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Unlimited, and Developer editions with the Field Service managed package installed.
How: To opt out of this update and continue using the previous formulas, contact Salesforce Customer Support.