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Workforce Scheduling Visit Data Mapping

Workforce Scheduling maps each field visit, such as an inspection, investigation, or a home visit to a service appointment so it can schedule, assign, and dispatch resources for visits.

Required Editions

Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions

Workforce Scheduling lets you view, schedule, and manage field visits, such as inspections, investigations, home visits, and wellness checks. While users interact directly with the Visit record, Workforce Scheduling automatically creates and manages a matching Service Appointment record to assign resources, optimize schedules, and dispatch resources.

A single standard context definition, WorkforceSchedulingContext (API name: WorkforceSchedule__stdctx), powers both record creation and continuous data synchronization across Visit, Work Order, and Service Appointment records by default. The standard context mapping captures and syncs key scheduling details across these records, including:

  • Work type and subject
  • Scheduled start and end times, due date, and arrival window
  • Duration, priority, service territory, and address
  • Assigned resource information

The standard WorkforceSchedulingContext definition provides out-of-the-box mapping and can’t be edited directly. If your scheduling logic requires additional fields synced from the Visit record or modified mapping behavior, you can extend the default synchronization without disrupting standard behavior.

Before you customize mappings, verify that Context Definitions is enabled in Salesforce Setup and that you’re assigned the Context Service Admin permission set. To customize mappings, clone the standard WorkforceSchedulingContext definition, add the required Visit fields, and activate the custom context definition. Then, point Workforce Scheduling to your custom context definition from the Object Mapping for Workforce Scheduling page in Salesforce Go Setup. For details, see Customize Workforce Scheduling. If your scheduling logic requires additional fields synced from the Visit record or modified mapping behavior, you can extend the default synchronization without disrupting standard behavior.

Nodes and Objects in the Mapping

WorkforceSchedulingContext contains three nodes. The Visit mapping pairs each node with a standard Salesforce object.

Context Definition Node Salesforce Object What It Represents
WorkforceSchedule Visit The scheduled field visit, including its timing, duration, work type, and account.
WorkforceScheduleResource Visitor The resource assigned to the visit, such as an inspector or caseworker who completes the work.

Field-Level Mappings

Visit field Service Appointment field Description
VisitType WorkType Specifies the type of field work, such as an inspection or audit. The work type sets the default duration and required skills to complete the visit.
SchedulingPriority SchedulingPriority Indicates the appointment's priority to the automated scheduling and optimization engine. Mapped to the VisitPriority dynamic enum field (synced with WorkOrder.Priority). When you select a Visit Priority in the scheduling flow, Workforce Scheduling converts the priority value to a number from 1 to 100. See the priority mapping table that follows.
Description Description Describes the work to be completed.
Subject Title Indicates the primary topic, headline, or purpose of the visit.
Account Account Identifies the account associated with the visit.
Place No direct mapping. Derived from ServiceTerritory.Location Identifies the service territory that covers the visit location. Workforce Scheduling uses it to match the visit to resources who serve that territory.
CustomerAddress Address Stores the address where the service appointment takes place.
CustomerReferenceRecord CustomerReferenceRecord Stores the Lead Record data in guest user applications.
DueDate DueDate Specifies the date by which the visit must be completed.
EarliestStartTime EarliestStartTime Specifies the earliest date and time that the visit can begin.
ArrivalWindowStartTime ArrivalWindowStartTime Specifies the start of the time window during which the assigned resource is expected to arrive.
ArrivalWindowEndTime ArrivalWindowEndTime Specifies the end of the time window during which the assigned resource is expected to arrive.
PlannedVisitStartTime SchedStartTime Specifies the scheduled start time set when Workforce Scheduling books the visit.
PlannedVisitEndTime SchedEndTime Specifies the scheduled end time set when Workforce Scheduling books the visit.
ActualVisitStartTime ActualStartTime Specifies the actual start time of the visit. Salesforce doesn't automatically populate these fields. Set up your own business logic to populate them. The data syncs automatically between the two objects.
ActualVisitEndTime ActualEndTime Specifies the actual end time of the visit. Salesforce doesn't automatically populate these fields. Set up your own business logic to populate them. The data syncs automatically between the two objects.
Duration Duration Specifies the expected duration of the visit, derived from the work type.
DurationType DurationType Specifies the unit for the duration, such as Minutes or Hours, derived from the work type.

Review these additional considerations when working with Visit records:

  • The mapping of the VisitPriority dynamic enum to the Work Order priority is a default behavior. The system handles it automatically and isn't configured as part of the context definition.
  • The Work Order Priority picklist stores ordinal string codes. Each code maps to a numeric SchedulingPriority value. A lower number means a higher scheduling priority. If the priority is not set or is a custom value that isn't listed, the scheduling priority defaults to 100 (Low).
    Priority label Picklist code (WorkOrder.Priority) SchedulingPriority value
    Critical 4 1
    High 3 75
    Medium 2 90
    Low 1 100
    Unset or custom value Any other value 100 (Low)
  • You can't edit the Status field on a Visit record directly. To update the status, use the Change Status action in the console or update the Status field on the associated Service Appointment record. Status changes automatically sync across both records.

Here's how Service Appointment Status Category maps to the Visit Status:

Service Appointment Status Category Mapped Visit Status
None Unscheduled
Scheduled Planned
Dispatched Dispatched
In Progress In Progress
Cannot Complete Abandoned
Completed Completed
Canceled Abandoned

Visit Assignees Mapped to Assigned Resources

A visit's assignees map to assigned resources on the service appointment, which identify who completes the work.

Visit assignee field Assigned resource field Description
Assignee ServiceResource Identifies the resource, such as an inspector, assigned to complete the visit.
IsRequired IsRequiredResource Indicates whether the assigned resource is required for the visit.

Related Lists on the Visit

Skill Requirements and Resource Preferences (including excluded, required, and preferred resources) don’t appear as related lists on Visit records. Instead, Visit records inherit this data from the Work Type through the Work Order. To modify skill requirements or resource preferences, edit the Work Order record.