---
schema_version: "1"
id: 7b9c106c07085ccf3ef5bc0d358ad0fd5926563effdc069b8e4eac2f4d5a6095
title: Admin Checklist for Capacity Plan Setup
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_configure_capacity_planning_1.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_capacity_planning_1.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 363c89a453ed18efc882767b4cb99f1ef7f83fa45f8af87e285f2d60886ab7d1
description: Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Admin Checklist for Capacity Plan Setup

Format your data so that your team can create a capacity plan. The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow or a non-Omni workflow.

### 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;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a></td></tr></tbody></table>

## For Customers Using an Omni-Channel Queue-Based Routing Workflow

A capacity plan is optimized to work with an Omni-Channel queue-based routing workflow. We have separate setup instructions for a non-Omni workflow that uses standard or custom objects.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35055e68">Configuration Step</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d35055e71">Documentation</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 1. Set up workload history and intelligent forecasting. Then create a
                workload history and an intelligent forecast based on your queue volumes.</td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 ">
                <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&amp;type=5&amp;language=en_US" target="_blank">Admin Checklist for Workload History and Forecast
                  </a></p>
                <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_workload_history_1.htm&amp;type=5&amp;language=en_US" target="_blank">Create a Workload History</a>
                </p>
                <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_intelligent_forecast.htm&amp;type=5&amp;language=en_US" target="_blank">Create an Intelligent Forecast</a>
                </p>
              </td>

            </tr>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 2. Add the Skill Requirements related list to the Job Profiles object. </td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 "><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_add_related_list.htm&amp;type=5&amp;language=en_US" target="_blank">Add a Related List to an Obejct</a>
              </td>

            </tr>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 3. Create service resources, and assign them to your plan’s service
                territory.</td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 ">
                <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_service_territory.htm&amp;type=5&amp;language=en_US" target="_blank">Create Service Resources for Agents</a>
              </td>

            </tr>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 4. Enable the configuration app in Setup.</td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 ">
                <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_enable.htm&amp;language=en_US&amp;type=5" target="_blank">Enable Workforce Engagement and Feature
                  Preferences</a>
              </td>

            </tr>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 5. Create job profiles, and map them to queues. You can create up to 10
                job profiles per plan.</td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 ">
                <p><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_job_profile.htm&amp;language=en_US&amp;type=5" target="_blank">Create a Job Profile</a></p>
                <p style="margin-bottom:0;">
                  <a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_jp_to_queue.htm&amp;language=en_US&amp;type=5" target="_blank">Map Job Profiles to Queues</a>
                </p>
              </td>

            </tr>
            <tr class="">
              <td data-label="Configuration Step" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e68 ">Step 7. Everything is set up. You’re ready to create a capacity plan.</td>

              <td data-label="Documentation" class="slds-cell-wrap" style="vertical-align:top;" headers="d35055e71 "><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_capacity_plan_about.htm&amp;release=264.0.0&amp;type=5" title="Use capacity plans to determine the coverage required to meet demand by job profile and time period. Capacity plans estimate the staff required by job profile, show the number of assigned and available staff, and create shifts to meet capacity requirements..">Create a Capacity Plan </a></td>

            </tr>
          </tbody>
        </table>