--- schema_version: "1" id: 4fa954e18e7f8ec3feebfcdaea0c5177b710a520c1c66ae7bdf6cba9f24c6243 title: Admin Checklist for Workload and Forecast 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_intelligent_forecasts_1.md canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_intelligent_forecasts_1.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 9137154b781bbc33fd38177cba5932cc9736baabb49d5e185a327fd45564df8d description: Format your data to ensure that your team can create workload and intelligent forecasts. products: - Service Cloud - Digital Engagement release: "264" --- # Admin Checklist for Workload and Forecast Setup Format your data to ensure that your team can create workload and intelligent forecasts. ### Required Editions

Workload histories and intelligent forecasts are optimized to work with Omni-Channel routing workflows. You can use queues or skill groups when you create a workload.

Configuration Step	Documentation
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

- **[Create Omni-Channel Queues for Workforce Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_queues.htm&release=264.0.0&type=5)** Route assignments to your agent teams so that they can share the incoming work. Set up a routing configuration and Omni-Channel queues. Then add your agents to each queue.