When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with
the same criteria are created for each day that has scheduled service appointments within
the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of
service appointments that conform to the limit criteria that belong to a specific work
stream.
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. |
WCU records are updated in real time. When a relevant service appointment is scheduled,
rescheduled, or changed in a way that affects its relevance to the limit, the WCU record
is updated.
When you deactivate or delete a WCL, all WCU records related to future dates are deleted.
To show the Work Capacity Usages list view, from the App Launcher, find and select
Work Capacity Usages.
The Work Capacity Usages list view includes the currently active WCLs. It shows the
service appointment limit criteria and the time consumed in hours and minutes. If
Average Travel Time (in minutes) is defined for the service
territory, consumption includes travel time.
This view lets you compare the planned limit versus actual scheduled consumption per
service territory, day, and type of work. From the WCU list view, you can change the
daily limit. You can also change the daily limit from the WCU object via API, the WCU
form, and the Summary tab daily view. You can only update the daily limit if service
appointments are scheduled for this date. You can’t update the daily limit if the limit
is
overridden, or not enforced. If the limit
changes in the WCL object, any changes you made via the WCU object are overridden.
Changes made to the daily limit in the WCU object don't change the WCL object.
