---
schema_version: "1"
id: 95b00e30ee33161b244b9b1d20e716614e7a8f85f456a4b1743e66a0b13a1fd8
title: Preparing to Use Shift Segments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_prepare_shift_segments.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_prepare_shift_segments.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 928ce71c1d8c57884678af7fad823ae6718021cccf689e7d43f5c5242bd236ca
description: Set up Salesforce to use shift segments in Shift Scheduling or Workforce Management.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Preparing to Use Shift Segments

Set up Salesforce to use shift segments in Shift Scheduling or Workforce Management.

### 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">View supported editions</a>.</td></tr></tbody></table>

 
| Configuration Steps | Documentation |
| --- | --- |
| Step 1: Follow the steps to set up Salesforce for Shift Scheduling tools. If you want to use shift segments with Intraday Management in Workforce Management, ensure that your shifts, service resources, and Intraday Management Dashboard are all associated with the same service territory. Shifts must have a job profile that's reflected in the Intraday Management dashboard. | Preparing for Shift Scheduling |
| Step 2: Create shift segment types. | Create a Shift Segment Type |
| Step 3: Add the Shift Segments related list to the Shifts object. | Add a Related List to an Object |
| Step 4: Create presence statuses to represent activities that support reps engage in during a shift. Phone Calls, Chats, Team Meeting, or Lunch are all examples of presence statuses. | Create Presence Statuses |
| Optional (Workforce Management only): Create an approval process and flow to let support reps accept and decline shifts. | Automate How Agents Accept and Decline Shift Assignments |
| Optional (Workforce Management only): If you plan to use shift segments with Intraday Management, follow the Admin Checklist for Intraday Management Setup. | Admin Checklist for Intraday Management Setup |

- **Create a Shift Segment Type**
    
    A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.

- **[Create a Shift Segment Type](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_create_segment_type.htm&release=264.0.0&type=5)**  
    A shift segment type represents an activity that's performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Management, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.