---
schema_version: "1"
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title: "Workforce Scheduling Service Objective: Load Balancing"
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/wfs_service_objectives_load_balancing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_load_balancing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7f7dbe99b0ef3f84b72b07eb24dc39711182bfbb942e5fca9895f6bc45cff4b7
description: Use the Workforce Scheduling Load Balance objective to distribute appointments evenly across service resources and prevent overloading some resources while others remain underutilized. This objective is relevant for on-site scheduling only.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# Workforce Scheduling Service Objective: Load Balancing

Use the Workforce Scheduling Load Balance objective to distribute appointments evenly across service resources and prevent overloading some resources while others remain underutilized. This objective is relevant for on-site scheduling only.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

Include this objective in a scheduling policy to control how much the scheduling engine prioritizes balancing workloads when evaluating service resources for appointments. Evenly distributing appointments improves resource productivity, reduces burnout, and helps maintain consistent service quality across your team.

During scheduling, the objective calculates each resource’s current utilization and prefers assigning new appointments to less-utilized resources. The engine measures utilization using one of two metrics, depending on how you configure the objective.

Total Appointment Duration

Measures utilization by the total time a resource spends on appointments within the calculation period. Use this metric when appointment lengths vary significantly and you want to balance the actual time commitment across resources.

Number of Appointments

Measures utilization by the count of appointments assigned to a resource within the calculation period. Use this metric when appointments are roughly equal in duration and you want to balance the volume of work across resources.

You also configure how often utilization is calculated.

- **Daily**: The engine calculates utilization across the current day.
- **Monthly**: The engine calculates utilization across the current calendar month. Use monthly frequency when workloads are planned over longer cycles and short-term fluctuations are acceptable.
- **Weekly**: The engine calculates utilization across the current calendar week. Use weekly frequency when workloads need to stay balanced on a shorter cycle, such as when resources have limited weekly availability.
- **Custom**: The engine calculates utilization for a specified custom duration. You can select from durations such as 3, 5, 10, or 15. Use these to tailor your workload utilization to meet your business needs.

For example, three service resources are available for a new appointment. Resource A has 20 hours of appointments scheduled this month, Resource B has 12 hours, and Resource C has 8 hours. When the Load Balancing objective is configured with **Total Appointment Duration** and **Monthly** frequency, the engine prefers Resource C because that resource has the lowest utilization for the current month.

If the objective is configured with **Number of Appointments** instead, the engine counts each resource’s appointments rather than total duration. In this case, a resource with fewer appointments is preferred, regardless of how long each appointment lasts.

#### See Also

- [Create and Manage Service Objectives in Workforce Scheduling](https://help.salesforce.com/s/articleView?id=service.wfs_service_objectives_manage.htm&release=264.0.0&type=5 "Add service objectives to a scheduling policy to represent your business priorities. The scheduling engine grades candidate schedules against the objectives you assign and their relative weights.")