Get Started with Workforce Scheduling

Appointment Scheduling

Schedule appointments across multiple channels and appointment types. With inbound scheduling, customers create appointments through a site such as Experience Cloud. With outbound scheduling, your team creates appointments on behalf of customers. Workforce Scheduling includes these features.

• Service Appointments: Create, reschedule, cancel, modify, and delete service appointments tied to work types and service territories.
• Interaction Scheduling: For public sector use cases, schedule, reschedule, and cancel on-site and virtual interactions such as hearings, orientation sessions, and case reviews.
• Multi-Resource Appointments: Assign multiple service resources to a single appointment for board meetings, hearings, or group sessions.

Resource Management

Configure service resources, territories, and work types to match your business’ workforce structure.

• Service Territories: Define geographic or logical areas where service resources operate.
• Service Resources: Manage your workforce, including skills, skill levels, and availability windows.
• Work Types: Define the types of work your team performs, including estimated duration and required skills.
• Availability Management: Set up operating hours for on-site and virtual scheduling.

Scheduling Console

Give supervisors and managers a centralized view of scheduling activity.

• View appointment schedules and resource availability in a table view.
• Reassign appointments individually or in bulk.
• Manage service resource skills and assignments.
• Monitor workloads, timelines, and team capacity.

Customization

Use flows and flow screen components to customize scheduling workflows, and set up notifications by email, SMS, or WhatsApp for appointment changes.