Set Up Workforce Scheduling

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

On-site scheduling and field scheduling are independent. Turning one on doesn't turn the other off, and an org supports turning both on.

Setup happens in two places. The Workforce Scheduling settings pages in Setup control how scheduling behaves. Salesforce Go walks you through creating the records that scheduling reads: users, work types, operating hours, service territories, and service resources. Work types can also be created from the Work Types list view.

• Configure Objects and Fields for Workforce Scheduling
  Define the service appointment statuses and resource absence types that Workforce Scheduling depends on.
• Enable On-Site Scheduling
  Make on-site scheduling available across your org and set the options that shape appointments at your branches.
• Enable Field Scheduling
  Make field scheduling available across your org and set the options that shape appointments requiring worker travel to constituent locations, such as homes, businesses, or inspection sites.
• Configure Additional Basic Settings
  Turn on optional Workforce Scheduling features, including approval-based absence blocking and geolocation data sharing with Google and Apple.
• Configure Your Business Data
  Configure business data such as user access, work types, operating hours, and time slots.
• Use Status Categories to Share Appointments with Assigned Resources
  Use status categories to give service resources access to the appointments that they're assigned to — directly or using the Salesforce calendar.
• Set Up Territory Sharing
  Share scheduling records with every user who works in the same service territory through public groups that Workforce Scheduling manages for you.
• Configure Workforce Scheduling and Optimization
  Set the org-level defaults that control how Workforce Scheduling creates and schedules service appointments — and, for field work, how it optimizes the schedule.
• Create and Manage Scheduling Policies in Workforce Scheduling
  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.
• Create and Manage Service Objectives in Workforce Scheduling
  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.
• Create and Manage Work Rules in Workforce Scheduling
  Work rules filter candidates for a service appointment by rejecting service resources that violate any rule. Every scheduling policy uses work rules to filter candidates before service objectives grade them.
• Configure Routing and Travel for Workforce Scheduling
  Workforce Scheduling routing calculates travel times to determine the best route for mobile workers traveling to field appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals. Set your travel preferences and travel mode so that scheduling reflects your organization’s routing decisions. Routing and travel time calculations are relevant to field appointments only.
• Customize Push Notifications for Workforce Scheduling
  Push notifications alert your mobile workforce to approaching appointments and scheduling changes.
• Capture Data by Using Forms in the Field Service Mobile App
  Data Capture creates dynamic forms that work online or offline in the Field Service mobile app. Build forms from reusable assessment questions that follow conditional logic, tailoring questions based on how a mobile worker answers earlier questions. With auto-save, mobile workers can navigate away from a form, and even close the app, without losing their work.
• Set Up Guest Scheduling Flows in Workforce Scheduling
  Allow guest users to schedule from your Experience Cloud site so visitors can book, reschedule, and cancel appointments without signing in.
• Set Up Community Scheduling in Workforce Scheduling
  Add scheduling to your Experience Cloud site so signed-in community and partner users can book, reschedule, and cancel their own appointments.