Manage Workforce Scheduling Visits

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

A Visit is the record that you see and act on. Workforce Scheduling creates a background Service Appointment and its parent Work Order for each Visit — the scheduling engine acts on those underlying records. The Operations Console, list views, and Gantt tiles show the Visit, not the underlying Service Appointment.

Visits use the same scheduling policies, work rules, and service objectives as other Workforce Scheduling records. A Visit inherits its scheduled time, resource, and location from its underlying Service Appointment. When you schedule or reschedule a Visit, the scheduling engine runs against the Service Appointment and syncs the result back up to the Visit.

Not all field work needs a Visit. Repair, maintenance, and installation work that centers on an asset rather than a person uses a Service Appointment and parent Work Order directly.

• What Are Workforce Scheduling Visits
  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
  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.
• 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.
• 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.