---
schema_version: "1"
id: 862d197f4b70ec8a448a8bd19c3511ee32ae384a0c38d5ce403a2fc0d24ff67f
title: Create and Manage Work Rules in Workforce Scheduling
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/wfs_work_rules_manage.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_manage.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 19fd8fa787856e088ce4e37db11b20bc839798b8a5c735043f09e3f0f3c015f9
description: 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.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# 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.

### 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>

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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d14493e67">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d14493e67 ">To create, edit, or clone work rules:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d14493e67 ">Workforce Scheduling Admin</td>

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When you create a scheduling policy, you choose which work rules to include and set the scheduling method for each work rule. The scheduling method determines whether the rule applies to field scheduling, on-site scheduling, or both.

A scheduling policy can use work rules alone to return a valid candidate quickly, or combine work rules with service objectives to grade eligible candidates and pick the best one.

The Earliest Start Permitted and Due Date Match Time work rules are mandatory for every scheduling policy. If a user doesn’t see a particular work rule type, grant them profile-based access. In Setup, open the user’s profile. Under Custom Record Type Settings, click **Edit** next to Work Rules and move the record type to Selected Record Types. When you configure a scheduling policy, add the mandatory rules first, then add rules that reflect your business criteria.

Workforce Scheduling includes default work rules that you can add to any scheduling policy, or you can create new work rules from the available work rule types. To add work rules to or remove them from a scheduling policy, see [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.").

   
| Work Rule Type | Description | Applicable Scheduling Method | Work Rule Available by Default in the Default Scheduling Policies |
| --- | --- | --- | --- |
| [Appointment Start Time Interval](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_start_time_interval.htm&release=264.0.0&type=5 "Appointment Start Time Interval is a Workforce Scheduling work rule type that requires the appointment start time to align with a configured interval — for example, appointments can only start on the hour, or every half-hour. Appointment Start Time Interval work rules are applicable to on-site scheduling.") | Restricts appointment start times to specific recurring time intervals (for example, forcing appointments to start on the hour or half-hour). | On-site | — |
| [Excluded Resources](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_excluded_resources.htm&release=264.0.0&type=5 "Excluded Resources is a Workforce Scheduling work rule type that prevents service resources, listed as an Excluded service resource preference on a work order or work order line item, from being assigned to the corresponding appointment when the scheduling policy in use includes this work rule. Excluded Resources work rules are applicable to field and on-site scheduling.") | Prevents service appointments from being scheduled to resources marked as “Excluded” on related Resource Preference records. | Field and On-site | Excluded Service Resource |
| [Extended Match](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_extended_match.htm&release=264.0.0&type=5 "Use the Extended Match Workforce Scheduling work rule to schedule service appointments using custom criteria. It uses a junction, or linking, object to match a field on the Service Appointment object to a related list on the Service Resource object. Extended Match work rules are applicable to field scheduling.") | Uses custom criteria logic to evaluate complex matching rules between appointments and candidate service resources. | Field | — |
| [Match Boolean](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_boolean.htm&release=264.0.0&type=5 "Match Boolean is a Workforce Scheduling work rule type that enforces scheduling preferences based on a checkbox (Boolean) field on service resources. Match Boolean work rules are applicable to field and on-site scheduling.") | Ensures a checkbox (Boolean) field on a service appointment matches a corresponding checkbox field on the service resource (for example, matching required resource preferences or special clearances). | Field and On-site | Active Resources |
| [Match Fields](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_fields.htm&release=264.0.0&type=5 "Match Fields is a Workforce Scheduling work rule type that matches a service appointment field with a service resource field. It’s a great way to enforce requirements based on custom fields. Match Fields work rules are supported for global, in-day, and resource optimization. Match Fields work rules are applicable to field scheduling.") | Matches custom or standard fields on the service appointment with corresponding fields on the service resource record. | Field | — |
| [Match Skills](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_skills.htm&release=264.0.0&type=5 "Match Skills is a Workforce Scheduling work rule type that matches a service appointment’s skill requirements with a service resource’s assigned skills. It can also be used to enforce skill level requirements. Match Skills work rules are applicable to field and on-site scheduling.") | Ensures candidate resources have all required skills and minimum skill levels defined on the work order or service appointment. | Field and On-site | Match Skills |
| [Match Time](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_match_time.htm&release=264.0.0&type=5 "Match Time is a Workforce Scheduling work rule type that limits the scheduling time frame based on an appointment’s date and time properties. For example, the Due Date work rule ensures that the appointment’s scheduled end is before its due date. Match Time work rules are applicable to field scheduling.") | Restricts appointment scheduling time frames based on date and time properties (such as Earliest Start Permitted, Due Date, or Arrival Windows). | Field | Earliest Start Permitted, Due Date, Scheduled Start, Scheduled End |
| [Maximum Contracted Work](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_max_contracted_work.htm&release=264.0.0&type=5 "Maximum Contracted Work rule is a Workforce Scheduling work rule type that enforces contracted work limits for service resources within a defined pay period. The rule automatically tracks each resource’s total work — including service appointments, travel time, resource absences, and breaks — against their contracted maximum. This ensures compliance with labor contracts, prevents resource burnout, and eliminates the need for dispatchers to manually track each resource’s accumulated hours across the pay period. Maximum Contracted work rules are applicable to field scheduling.") | Enforces contracted work limits for service resources within a defined pay period. | Field | — |
| [Maximum Travel from Home](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_max_travel_from_home.htm&release=264.0.0&type=5 "Maximum Travel From Home is a Workforce Scheduling work rule type for setting the maximum distance or travel time between a resource’s home base and any appointment assigned to the resource. It’s a useful way to minimize mobile workers’ travel time. Maximum Travel from Home work rules are applicable to field scheduling.") | Caps the maximum distance or duration a service resource can travel from their primary home base to an appointment. | Field | — |
| [Required Resources](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_required_resource.htm&release=264.0.0&type=5 "Required Resources is a Workforce Scheduling work rule type that ensures that a service appointment’s required resource preferences are respected. If a service appointment, work order, or work order line item has a related Resource Preference record of type Required for a particular service resource, a Required Resources work rule ensures that the related service appointments are assigned to that service resource. Required Resources work rules are applicable to field and on-site scheduling.") | Ensures that service appointments are assigned only to service resources marked as “Required” on related Resource Preference records. | Field and On-site | Required Service Resource |
| [Service Appointment Visiting Hours](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_sa_visiting_hours.htm&release=264.0.0&type=5 "Service Appointment Visiting Hours is a Workforce Scheduling work rule type that enforces your customers’ operating hours. For example, if an account’s operating hours are weekdays between 8:00 AM and noon, appointments for that customer are scheduled only within those hours. Service Appointment Visiting Hours work rules are applicable to field and on-site scheduling.") | Enforces the operating hours or visiting time windows of the customer, account, or location where the appointment is being performed. | Field and On-site | Service Appointment Visiting Hours |
| [Service Resource Availability](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_service_resource_avail.htm&release=264.0.0&type=5 "Service Resource Availability is a Workforce Scheduling work rule type that ensures that a service resource is available to perform a service appointment. You can schedule breaks automatically, account for travel time, or set up short breaks between service appointments. Service Resource Availability work rules are applicable to field and on-site scheduling. A work rule of this type is mandatory for all scheduling policies to ensure that both resource absences and availability are respected during the scheduling process. Service Resource Availability work rules are applicable to field and on-site scheduling.") | Ensures service resources are available by checking operating hours, existing appointments, shifts, absences, travel time, and required breaks. | Field and On-site | Resource Availability |
| [Working Territories](https://help.salesforce.com/s/articleView?id=service.wfs_work_rules_working_territories.htm&release=264.0.0&type=5 "Working Territories is a Workforce Scheduling work rule type that checks if a service resource has a primary and secondary territory membership that matches the service appointment’s territory. This work rule ensures that workers are only scheduled for jobs within their assigned operational areas. Working Territories work rules are applicable to field and on-site scheduling.") | Evaluates secondary service territory memberships so mobile workers can be scheduled in secondary locations. | Field and On-site | Match Working Territories |

Create a work rule when you want a scheduling filter that isn’t already on a scheduling policy. Decide which rule type matches the criterion you want to enforce. Every custom work rule inherits from one of the standard types, so choose the type first, then customize its fields.

1. From Setup, in the Quick Find box, enter Workforce Scheduling and select **Workforce Scheduling**.
2. Under **Scheduling and Optimization**, select **Appointment Scheduling Logic**, and then select **Work Rules**.
3. To create a work rule, click **New**. To edit an existing work rule, click on it to open it, or select **Edit** next to the rule. To clone an existing rule, select **Clone** next to the rule.
4. Enter a name that describes what the rule filters, for example, Match Skills for Certified Technicians rather than Match Skills Copy.
5. Enter a description explaining the business reason for the rule and when to apply it.
6. Select the work rule record type.
7. Configure type-specific fields. For example, Match Fields compares a service appointment field to a service resource field, and Match Skills matches skill type logic and skill level.
8. Save the work rule.

#### See Also

- [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.")
- [Fine-Tune a Workforce Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.wfs_policies_tuning.htm&release=264.0.0&type=5 "In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.")