Fit a service appointment into a full schedule by reshuffling appointments and scheduling higher priority appointments over appointments with a lower priority. Service appointments can move to a time slot within the same shift, to a different shift, or even to a different resource.
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 reschedule an appointment: |
One of these custom permission sets:
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This is a Field Service managed package feature.
Use Reshuffle to schedule or reschedule critical appointments even when the Gantt seems to be full. Appointments can move to another day or to another resource. Higher priority appointments take priority over lower priority appointments. In addition, if Schedule over lower priority appointment is selected for an appointment, a higher priority appointment can be scheduled on top of a lower priority appointment, creating an overlap.
- When Enhanced Scheduling and Optimization is enabled, and reshuffling is defined, the reshuffling is done automatically when scheduling from the Classic Dispatch Console or booking an appointment from the record feed.
- A service resource’s appointments are reshuffled to another day or to another resource only if there's no availability to schedule with sliding.
- To open the Classic Dispatch Console, from the App Launcher, find and open the Field Service app, and then click Field Service.
- Find the appointment in the appointment list (or on the Gantt, if it’s already scheduled).
- Right-click the appointment and select Reshuffle. This action can reschedule lower priority appointments and reschedule higher priority appointments (though not past their due date) and can cause overlaps in the schedule.