Learn how to create schedules for your workforce, and manage them when unexpected events occur. Discover the tools that Field Service provides to help you create optimal schedules that fit your business constraints and goals.
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. |
This is a Field Service managed package feature.
Consider these related jobs when managing the Field Service schedule.
| I WANT TO… | HOW DO I DO THIS? | PERSONA | INDUSTRIES CATEGORIES |
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| Schedule or reschedule a single appointment. |
Customize Appointment Booking Settings |
Call Center Rep |
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| Schedule or reschedule a service appointment. |
Schedule Appointments from the Record Feed Schedule Appointments from the Classic Dispatch Console Create Custom Actions for the Field Service Classic Dispatch Console Set Custom Permissions for Field Service (Candidates action in the Classic Dispatch Console Gantt appointment list) |
Dispatcher |
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| Schedule several service appointments from the Classic Dispatch Console. |
Schedule Appointments from the Classic Dispatch Console Create and Manage Map Polygons Manage Field Service Optimization |
Dispatcher |
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| Schedule work based on priority so that emergency and high-priority appointments get scheduled first. Or, optimize appointments using Priorities. |
Schedule Emergency Appointments Reshuffle Service Appointments in Field Service Schedule Appointments Using Priorities Filter the Gantt in Field Service Optimize Field Service Appointments Using Priorities Manage Field Service Optimization |
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| Optimize the schedule and fix schedule violations such as schedule overlaps, and gaps. |
Manage Field Service Scheduling Overlaps Fix Overlaps by Using an Automated Scheduling Flow (Beta) Fill Schedule Gaps in Field Service Manage Field Service Optimization |
Admin |
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| Automate scheduling and rescheduling of service appointments. |
Schedule an Appointment Automatically |
Admin |
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| Make sure that travel time calculations are accurate. | Admin |
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| Visualize work priorities, types of jobs, statuses, and due dates, and manage exceptions, for example, service appointments that are awaiting an action from the dispatcher, or marked In Jeopardy and aren’t canceled. |
Work in the Field Service Classic Dispatch Console Work in the Field Service Classic Dispatch Console Gantt |
Dispatcher |
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| Schedule work that’s geographically close together by bundling service appointments or grouping appointments located at the same site, for example, deliveries in an apartment complex. | Admin |
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| Schedule work to myself (field resource self-assignment). |
Customize and Extend the Field Service Mobile App with Lightning Web Components |
Admin |
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| Define the hours that my customer is available for work to be performed at their location. | Admin |
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| Fix the schedule for one service resource when last-minute developments occur like canceled jobs, lateness, or emergencies. |
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| Schedule interdependent or related jobs to multiple service resources. | Admin |
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| Make sure that service appointments occur in a specific sequence. | Admin |
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| Limit the number of service appointments that a service resource is assigned in 1 day. | Admin |
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| Define service resource preferences for customers and specific jobs. | Admin |
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| Schedule work based on priority. | Admin |
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| Limit the amount of work that can be scheduled in a service territory to reserve capacity for unplanned or other work. | Admin |
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| Automate dispatching of work to mobile workers. | Admin |
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