--- schema_version: "1" id: 6bda1c6888d326d854ff78491d384467d29ae44db9088cd8eda8b90100249ef7 title: How Workforce Scheduling Visits 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_visits_mapping.md canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0bdd7114c9c6ad82fba215dd135d1c877a9a212b6c1c2dfa446a60cd834237a8 description: Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit fields are mapped to Service Appointment fields so that these records stay in sync. products: - Public Sector - Service Cloud release: "264" --- # How Workforce Scheduling Visits Map to Service Appointments Every Visit in Workforce Scheduling has an underlying Service Appointment and Work Order that the scheduling engine reads and writes. When you create a Visit, Workforce Scheduling creates these underlying records automatically. Users see and act on the Visit; the scheduling engine acts on the Service Appointment. Visit 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 Visit (creates a Visit), Workforce Scheduling creates the underlying Service Appointment and parent Work Order automatically. The Work Order inherits the Visit’s account, contact, and address. A Service Appointment carries the fields the scheduling engine reads and writes: Scheduled Start, Scheduled End, Assigned Resource, Status, Priority, Arrival Window, Work Type, and Geolocation. The Visit references (links to) both underlying records through lookup fields. The Service Appointment and Work Order behind a Visit don’t appear in the Operations Console, only the Visit does. When a Service Appointment is associated with a Visit, Workforce Scheduling hides it from the Service Appointment list, 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 Visit as the record users see. Updates flow in one direction: 1. A user creates or edits a Visit. 2. The scheduling engine reads fields from the Visit 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 Visit. On the Visit record page, the assigned resource, scheduled time, and status 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 object mapping between Visits and Service Appointments is defined by the standard [Context Service](https://help.salesforce.com/s/articleView?id=service.wfs_context_service_use.htm&type=5&language=en_US) definition that ships with Workforce Scheduling. #### See Also - [What Are Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_what.htm&release=264.0.0&type=5 "A Visit is a record that represents field work performed at a constituent or customer location or another external site. Workforce Scheduling creates a background Service Appointment and Work Order for each Visit — the scheduling engine acts on those underlying records, which syncs automatically with the Visit.") - [Working with Workforce Scheduling Visits](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_work_with.htm&release=264.0.0&type=5 "Create a Visit when a constituent or customer needs field work performed at their location or another external site. Workforce Scheduling actions schedule Visits 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, cancel, or unschedule a Visit.")