You can enforce work capacity limits by adding the Work Capacity work rule to policies. If the work rule is applied to the policy, and the work capacity limit is exceeded, Field Service doesn’t schedule a service appointment or return a slot in appointment booking.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
| User Permissions Needed | |
|---|---|
| To apply the Work Capacity rule: | Create on Work Rules |
- From Setup, in the Quick Find box, enter Object Manager, and then select Work Rules.
- Verify that Field Service - Work Capacity Rule has the Capacity Limit layout. If not, edit the layout.
- From the App Launcher, find and select Work Rules.
- Click New.
- Select Field Service - Work Capacity Rule, and then click Next.
- Enter a name for the work rule and optionally a description.
- Save the work rule.
You can add the work rule to any scheduling policy from the Customize Scheduling Policies page in Guided Setup or from the Scheduling Policy Work Rules related list on a scheduling policy.
You can add only one Work Capacity rule to a scheduling policy.
Note If the work rule isn’t added to the policy, after activating a work capacity
limit, you can see the work capacity usage and compare it to the limit, but the
limit isn’t enforced.