Admin Checklist for Workload and Forecast Setup

Step 1. Set up Workforce Management.

Set Up Workforce Management

Step 2. Add the Time Slots related list to the Operating Hours object. Then create operating hours with time slots to represent your operating hours.

If you later create a capacity plan, your shift templates must use operating hours within the service territory's operating hours.

Add a Related List to an Object

Create Operating Hours with Time Slots

Step 3. Create service territories. When you create a workload, Workforce Management uses the selected service territory to set the time zone in the data view. This service territory also determines the time zone used in related forecast and capacity plan data views.

Create a Service Territory

Step 4. Set up Omni-Channel queue-based routing. Enable Omni-Channel, set up queues, and associate routing configurations with your queues.

• To use Omni-Channel queue-based routing in Workforce Management, clear Use with Skills-Based Routing Rules when you define a routing configuration.
• In Omni-Channel queue-based routing, Agent Work records contain the work assignments that are routed to your service reps. When you create a workload, you select an Agent Work date and time field to use for aggregation. Only stored Datetime fields are available for selection; formula and roll-up Datetime fields aren't available. This selection determines which Agent Work records fall within the workload timeframe. You can't upload data to the Agent Work object.

Enable Omni-Channel

Guided Setup Flow for Routing Cases with Omni-Channel

Set Up Omni-Channel

Create Routing Configurations for Your Queues

Create Queues

Step 5. If you plan to use Moirai (Beta) as your forecasting model, set up Data Cloud. Complete these steps before you create an intelligent forecast with Moirai (Beta):

• Enable Data Cloud for your org
• In Data Cloud Setup, go to Permission Sets > Data Cloud Salesforce Connector > App Permissions, and select Manage Intelligent Forecasting.
• In Data Cloud Setup, go to Developer Tools > Data Kits, and deploy the Moirai Data Kit.

Data Cloud Provisioning

Deploy Data Kit Components

Step 6. If you use queue-based routing, your team can now create workload and intelligent forecasts. If your planners want to also create capacity plans from their forecasts, set up your org for capacity planning.

Create a Workload History

Create an Intelligent Forecast

Admin Checklist for Capacity Plan Setup