An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
An Interaction is the record that you see and act on. Workforce Scheduling creates a background Service Appointment for each Interaction — the scheduling engine acts on those underlying records. The Operations Console, list views, and Gantt tiles show the Interaction, not the underlying Service Appointment.
Interactions use the same scheduling policies, work rules, and service objectives as other Workforce Scheduling records. An Interaction inherits its scheduled time, resource, and location from its underlying Service Appointment. When you schedule or reschedule an Interaction, the scheduling engine runs against the Service Appointment and syncs the results back up to the Interaction.
- What Are Workforce Scheduling Interactions
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
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. - 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. - Workforce Scheduling Interaction Data Mapping
Review how the standard context definition maps interaction data so Workforce Scheduling can schedule onsite appointments with agency employees in office.