Salesforce Docs Portal

Set Up Field Service Work Capacity

Before you create work capacity limits, set up Work Capacity in Field Service. You can define a Limit Override policy for the work capacity limit and allow work to be scheduled, even when the limit set for that day was exceeded. You can also enable automatically sharing the work capacity object records (Work Capacity Limit, Work Capacity Availability, and Work Capacity Usage) with users according to the service territories they’re permitted to access. Work Capacity is also available in Experience Cloud sites. Set up the site to share information with relevant external users.

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 set up Work Capacity: Admin on Field Service
  1. From Setup, in the Quick Find box, enter Field Service Settings, and then select Field Service Settings.
  2. Select Allow defining work capacity limits.
  3. From Setup, in the Quick Find box, enter Users Profiles, and then select Profiles.
  4. Make sure the tab is set to Default On for:
    • Work Capacity Limits
    • Work Capacity Usages
    • Work Capacity Availabilities
  5. If your service appointments have custom fields, give read and edit access to the fields.
    1. From Setup, in the Quick Find box, enter Users, and then select Permission Sets.
    2. For the Field Service Integration permission set, click Object Settings and select Service Appointments.
    3. For each custom field, select Read Access and Edit Access.
  6. Make sure all permission sets are current.
    1. From the App Launcher, find and select the Field Service Admin app.
    2. Click Field Service Settings, select Getting Started, and then click the Permission Sets tab.
    3. If the permission set tile indicates that it’s not current, click Update Permissions.
  7. Make sure that a default scheduling policy is selected for the Dispatcher Console UI.
    1. From the App Launcher, find and select the Field Service Admin app.
    2. Click Field Service Settings, select Dispatcher Console UI, and in the Gantt Configurations tab check that a default scheduling policy is selected.
  8. To let dispatchers update service appointments, share the work capacity object records with users according to the service territories they’re permitted to access.
    1. From the App Launcher, find and select the Field Service Admin app.
    2. From the Field Service Settings, select Sharing.
    3. On the Scheduled Jobs tab, make sure that Enable user territory sharing and Enable automatic population of user groups based on User Territory are selected.
    4. Select Share all work capacity records with public groups associated with the service territory.
    5. If you manually defined triggers for capturing newly created work capacity object records in Spring ’24, remove the triggers
  9. (Optional) To set up the limit override policy of the work capacity limits:
    1. From the App Launcher, find and select the Field Service Admin app.
    2. From the Field Service settings, select Scheduling.
    3. On the Work Capacity tab, select the limit override policy.
      If you select to set a limit override policy per limit, users can configure each limit to be overridden up to two weeks before or up to one day after midnight on the day of service.
  • Set Up Work Capacity in Experience Cloud
    The Experience Cloud site enables your partner community dispatchers to see consumption relative to the defined limit in service territories to which they have access. Based on their permissions, they can also create and edit work capacity limits for those service territories.
  • Apply the Work Capacity Rule to Scheduling Policies
    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.

See Also