Workforce Scheduling for Agentforce Public Sector

Note Workforce Scheduling is bundled as an add-on license for Public Sector. For more information, contact your Salesforce account executive.

Public sector agencies deliver vital community services through a mix of office consultations and field inspections. Caseworkers, inspectors, and dispatchers can coordinate appointments and field visits using the same constituent records they already work with, eliminating the need for siloed data and third-party tools.

• Get Started with Workforce Scheduling
  Learn the core concepts, data model, roles, editions, and limits that define your Workforce Scheduling implementation.
• Set Up Workforce Scheduling
  Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on.
• Manage Appointments
  Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow.
• Manage Workforce Scheduling Visits
  A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications.
• Manage Workforce Scheduling Interactions
  An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.
• Optimize Your Schedule in Workforce Scheduling
  Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only.
• Manage Shifts
  Create and manage shifts that drive resource availability for on-site and field work.
• Customize Workforce Scheduling
  Customize scheduling flows, object labels, context definitions, and confirmation email templates.
• Mobile Overview and Prerequisites for Workforce Scheduling
  Engineered for the modern mobile workforce, the Field Service mobile app for iOS delivers an all-in-one, offline-first experience.
• Set Up the Field Service Mobile App Basics for Workforce Scheduling
  Assign the licenses and permissions that mobile workers and contractors need to log in and get scheduled.
• Learn About Schedule Tab Details for Visits and Interactions in Workforce Scheduling
  Review information about the Schedule tab and compact layout before you set it up. This layout option lets your mobile workers see visit and interaction fields on the Schedule tab. Workers can scan a mixed day of field visits and on-site appointments and see who they’re meeting, where, and what kind of work before they open a record.
• Work with Performance Priming in the Field Service Mobile App
  Equip your workforce with the Field Service mobile app's offline capability so that they can complete tasks regardless of network availability.
• Set Up Performance Priming in the Field Service Mobile App for Workforce Scheduling
  Make visits and associated records available to mobile workers while offline, so technicians can complete and update work at remote sites without a connection.
• Offline Priming FAQ for the Field Service Mobile App in Workforce Scheduling
  Find answers to common questions about offline priming for the Field Service mobile app.