--- schema_version: "1" id: 8d95740e74325cf9df7ef57c68f4ca39d8a84b280fec4517ce14fb68aed318b9 title: Schedule, Reschedule and Unschedule Appointments collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/wfs_schedule_reshedule_unschedule.md canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_schedule_reshedule_unschedule.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 9758a9e3443acd72b0dfadb651c9123ea889b1753c9e159a04ccb172aa0a0ced description: Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows. products: - Public Sector - Service Cloud release: "264" --- # Schedule, Reschedule and Unschedule Appointments Workforce Scheduling offers multiple ways to assign, adjust, and remove appointments from the Operations Console, record pages, and scheduling flows. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
## Records You Schedule in Workforce Scheduling Workforce Scheduling manages appointments using several record objects. Users schedule and rearrange these records in similar ways, though some actions apply only to certain objects. Visit The record for appointments that take place in the field at the constituent’s location, such as a home, business, or inspection site. Each visit maps to an underlying service appointment—users schedule the visit, and the service appointment updates in the background. Interaction The record for on-site appointments that take place at a physical location, such as a branch or office. The record object users schedule for a customer or constituent engagement, for an office. Each interaction maps to an underlying service appointment—users schedule the interaction, and the service appointment updates in the background. Service appointment The record that stores the resource assignment and the scheduled start and end times. Every scheduled record maps to a service appointment. A service appointment can be an underlying appointment for a Visit or Interaction, or a leading scheduling object. ## Automatic and Manual Scheduling Workforce Scheduling offers automatic and manual ways to schedule and change appointments. Automatic actions run based on the active scheduling policy. The Schedule action assigns the appointment to the best resource and time slot in one step. Reschedule automatically reassigns an already scheduled appointment. These actions run from the Operations Console or [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). Manual actions put the time slot selection in the user’s hands. Find Candidates (field scheduling only) grades qualified resources and their available time slots, and the user selects a slot to assign the resource and schedule the appointment. The Schedule a New Appointment, Change Time Slot, and Cancel Appointment actions run a guided flow that provides a list of time slots for the user to select from. These actions use the default scheduling policies (defined in Setup, under **Workforce Scheduling** | **Scheduling and Optimization** | **Appointment Scheduling Logic** | **Scheduling Policies**). Drag-and-drop and changing the status in the Operations Console lets a dispatcher schedule appointments directly. ## Scheduling Actions Several scheduling actions are available in Workforce Scheduling. Where users find each option depends on the scheduling object. With the right permissions, users launch these actions from the Operations Console, a record page, or [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). | Action | What it does | Applies to | Where users find it | Learn more | | --- | --- | --- | --- | --- | | Cancel Appointment | Removes the appointment from the Gantt, frees the assigned resource’s time, and updates the status to Canceled. Canceling a visit or interaction also updates its linked service appointment. | On-site and Field | Operations Console, service appointment, visit, or interaction record page, API | Workforce Scheduling Flows | | Change Time Slot | Opens a flow that lets the user select a different time slot for the appointment. | On-site and Field | Operations Console, service appointment, visit, or interaction record page, API | Workforce Scheduling Flows | | Drag-and-drop | Manually places an appointment on a resource and time slot. | On-site and Field | Operations Console, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Find Candidates | Returns a ranked list of resources and time slots (intervals of availability) for the user to select from. | Field | Operations Console (Gantt, appointment list, or map), API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Reschedule | Moves the appointment to a different time slot or resource. The appointment record stays active and its status doesn’t change. | Field | Operations Console, service appointment or visit record page, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) [Schedule, Reschedule, and Cancel Field Appointments with a Scheduling Flow](https://help.salesforce.com/s/articleView?id=service.wfs_schedule_field_flow.htm&release=264.0.0&type=5 "Manage field appointments to address your business needs. Use a scheduling flow to schedule, reschedule, or cancel a field appointment where a service resource travels to the customer’s location.") | | Schedule | Automatically assigns the appointment to the best resource and time slot based on the active scheduling policy. | Field | Operations Console (Gantt, appointment list, or map), right-click menu, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | | Schedule a New Appointment | Opens a scheduling flow which provides a list of slots for the user to select from. The flow assigns a resource to this time slot. | On-site and Field | Case or Application Form record page, Operations Console, API | Workforce Scheduling Flows | | Unschedule | Removes the resource assignment and clears the scheduled start and end times. The appointment returns to the unscheduled pool with status Unscheduled. | Field | Operations Console, API | [Actions in the Operations Console](https://help.salesforce.com/s/articleView?id=service.wfs_ops_console_actions.htm&type=5&language=en_US) | #### See Also - [Service Appointments, Visits, and Interactions in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_manage_sa_visits_interactions.htm&release=264.0.0&type=5 "Workforce Scheduling schedules work as Service Appointment, Visit, or Interaction records (objects). The record type reflects the type of work and where it happens. It determines which record you interact with directly.") - [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.") - [How Workforce Scheduling Visits Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_visits_mapping.htm&release=264.0.0&type=5 "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.") - [Create and Manage Scheduling Policies in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_policies_manage.htm&release=264.0.0&type=5 "Scheduling policies combine work rules and service objectives to control which resources and time slots Workforce Scheduling assigns to each appointment. Work rules decide who’s eligible, and service objectives decide who’s the best fit. During scheduling and optimization, the engine applies these criteria against factors like resource skills, travel time, and urgency to make sure the right person is assigned to the right job efficiently.")