Editions and Licensing

Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Scheduling.

Required Editions

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

Workforce Scheduling is available in Lightning Experience. It's available in Enterprise and Unlimited editions with Agentforce Public Sector, formerly Public Sector Solutions.

SKUs

Public Sector Foundation – Advanced – Field Service
Public Sector – Service – Agentforce 1 Edition

Roles and Permission Sets

Assign permission sets to give each role the access it needs.

Role	Permission set	What they can do
Scheduling admins and service territory managers	Workforce Scheduling Admin	Manage licenses Set up data access policies Set up business information Turn on and configure settings and features Set up rules that help find the right resources and time slots Customize the appointment booking experience Extend Workforce Scheduling with platform features Troubleshoot issues Implement new features with each release Manage service resources Manage operating hours and shifts Manage skills Create and manage outbound appointments Generate appointment booking URLs View reports and charts
Dispatchers	Workforce Scheduling Dispatcher	Monitor on-site and field work in one console Schedule, reschedule, unschedule, and cancel appointments Reassign appointments individually Optimize schedules View resources on the map view
Shift Manager	Workforce Scheduling Shift Manager	Create and manage shifts Monitor schedules, shift coverage, and capacity Assign shifts to service resources Assign appointment types to shifts
Greeters	Workforce Scheduling Lobby Greeter	Check in customers who arrive at a lobby or a counter Add walk-ins to the queue or the waitlist Route customers to their appointments in order
Service resources (Compliance Officer)	Workforce Scheduling On-Site Resource	Create and manage outbound appointments Generate appointment booking URLs View and manage their own appointments Manage shifts Manage holidays Attend appointments
Field inspectors or field resources	Workforce Scheduling Field Resource	Perform scheduled field work such as inspections.
Named contractors	Workforce Scheduling Contractor Field Resource and Shift Worker OR Workforce Scheduling Contractor On-Site Resource	External service resources who are scheduled for work alongside your employees.
Contractor Dispatcher	ContractorDispatcher	External dispatchers who dispatch work alongside your employees. Monitor on-site and field work in one console Schedule, reschedule, unschedule, and cancel appointments Reassign appointments individually Optimize schedules View resources on the map view
Customer care representatives	Workforce Scheduling CRM User	Create and manage service appointments
Customers and constituents (logged-in users and unauthenticated guest users)	Workforce Scheduling CRM User	Create and manage their own inbound appointments Schedule on an Experience Cloud site as a guest user, after verifying their email address Enroll in a group appointment through an invitation link Reschedule and cancel their own appointments

For information on roles in Agentforce Public Sector, see Create Roles for Public Sector Solutions Users.