Workforce Scheduling Considerations

Review considerations for using Workforce Scheduling and learn about supported appointment types.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

Considerations

Changes made to records directly through SObject APIs or by editing fields on the record page don't invoke scheduling logic, scheduling rules, or scheduling policies. For example, deleting an Assigned Resource on a service appointment or removing an Interaction Attendee bypasses the scheduling engine. To apply scheduling logic, use the scheduling flows.
Salesforce Shield tracks changes to the primary record but doesn't track changes to related entities. For example, Shield captures changes on a service appointment but not on associated Assigned Resource or Interaction Attendee records.

Workforce Scheduling currently supports on-site and virtual appointment types.

Type	Description	Examples
On-Site	Appointments conducted at an office, agency, or facility.	Reviews, hearings, orientation sessions, board meetings
Virtual	Appointments conducted remotely through video or phone.	Remote consultations, virtual check-ins

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