--- schema_version: "1" id: c81953ace033bcbcba113e6dffbeb963a3f6fb77952f9d1ee636b365d2474670 title: How Workforce Scheduling Interactions Map to Service Appointments collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/wfs_manage_interactions_mapping.md canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_mapping.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6d7debbd3d4b118912d2f1c43918564684b5c03f46613b249d08c34256240b7e description: Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync. products: - Public Sector - Service Cloud release: "264" --- # How Workforce Scheduling Interactions Map to Service Appointments Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
When a user schedules a new Interaction (creates an Interaction), Workforce Scheduling creates the underlying Service Appointment automatically. A Service Appointment carries the fields the scheduling engine reads and writes: Assigned Resource, Status, Priority, and Work Type. The Interaction references (links to) the underlying record through a lookup field. The Service Appointment behind an Interaction doesn’t appear in the Operations Console, only the Interaction does. When a Service Appointment is associated with an Interaction, Workforce Scheduling hides it from the Service Appointment list on the Operations Console, the Operations Console Gantt, and the map view. The underlying Service Appointment record is still queryable through the [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources), and exportable through reports. This gives the scheduling engine a record to act on while keeping the Interaction as the record users see. Updates flow through the Service Appointment: 1. A user creates or edits an Interaction. 2. The scheduling engine reads fields from the Interaction and writes the change to the underlying Service Appointment. 3. The scheduling engine runs the requested action against the Service Appointment. 4. The Service Appointment’s assigned resource, scheduled time, and status flow back to the Interaction. On the Interaction record page, the interaction type, assigned resource, and scheduled time are read-only — users see the current state without opening the Service Appointment. Reports and API queries against the Service Appointment object return the underlying records alongside any other Service Appointments. The data model (field) mapping between Interactions and Service Appointments is defined by the standard [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&release=264.0.0&type=5 "Context Service acts as a data layer between Salesforce objects and the scheduling flows that power appointment creation and management.") definition that ships with Workforce Scheduling. #### See Also - [What Are Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5 "An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.") - [Working with Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_work_with.htm&release=264.0.0&type=5 "Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction.") - [Context Service](https://help.salesforce.com/s/articleView?id=ind.context_service.htm&type=5&language=en_US)