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            Set Up Building Blocks for Scheduling Policies

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            Set Up Building Blocks for Scheduling Policies

            Scheduling policies define the rules and criteria for matching service resources to appointments. Use scheduling policies to control which resources are available and how they're prioritized.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To set up building blocks for scheduling policies: Workforce Scheduling Manager
            1. From Setup, click Salesforce Go.
            2. Search for Scheduling Policies.
            3. In the search results, under Features, select Scheduling Policies for Workforce Scheduling.
            4. Turn on Scheduling Policies for Workforce Scheduling.
            5. Under Complete the Required Steps, complete the next steps in order.

            Step 1: Create a Service Objective

            Service objectives represent the KPIs and goals that the scheduling engine uses when evaluating service resources for appointments. For example, use a load-balancing objective to distribute appointments evenly across your team based on appointment count or total duration.

            1. Click Go to Setup next to Create Service Objectives.
            2. Click New.
            3. Enter the required information.
              1. Name: A unique name for the service objective.
              2. Developer Name: An API name for the service objective. Auto-populated based on the name.
              3. Description: A brief description of the objective's purpose.
            4. From Objective Type, select the type of scheduling objective.

              Load Balancing distributes appointments across service resources to balance workloads.

            5. If you selected Load Balancing, configure the objective type parameters.
              1. Utilization Count Type: The metric used to calculate resource utilization. Select Total Appointment Duration to balance by the total time spent on appointments, or Number of Appointments to balance by appointment count.
              2. Utilization Calculation Frequency: How often utilization is calculated. Select Monthly or Weekly.
            6. Click Save.

            Step 2: Create a Work Rule

            Work rules define the criteria that determine which service resources are eligible for a given appointment. Each rule filters resources based on a specific factor such as skills, availability, territory, or calendar conflicts.

            1. Return to the Scheduling Policies for Workforce Scheduling page in Setup.
            2. Click Go to Setup next to Create Work Rules.
            3. Click New.
            4. Enter the required information.
              1. Name: A unique name for the work rule.
              2. Developer Name: An API name for the work rule. Auto-populated based on the name.
              3. Description: A brief description of the rule's purpose.
            5. From Rule Type, select the type of work rule, and then configure any additional parameters that appear.
              1. Match Skills: Matches service resources whose skills meet the requirements of the appointment. To require that the resource's skill level meets or exceeds the level required by the appointment, select is Skill Level Matched.
              2. Availability: Filters resources based on their available time slots using operating hours, shifts, or both. From Shift Usage, select how operating hours and shifts are used to calculate availability: Consider Only Shifts, Consider Operating Hours and Shifts Intersection, Consider Operating Hours and Shifts Union, or Consider Only Operating Hours.
              3. Excluded Resources: Removes specific service resources that are marked as excluded on the appointment.
              4. Required Resources: Limits candidates to service resources that are marked as required on the appointment.
              5. Service Appointment Visiting Hours: Restricts scheduling to times within the visiting hours defined on the service appointment.
              6. Working Territories: Filters resources based on the service territories where they are assigned to work. To consider the resource's primary territory, select Enable Primary Location. To consider the resource's secondary territory, select Enable Secondary Location.
              7. Appointment Start Time Interval: Sets the interval, in minutes, between available appointment start times. From Appointment Start Time Interval, select the number of minutes between available start times.
              8. Calendar Events: Excludes time slots that overlap with the resource's calendar events. To block times when the resource has conflicting calendar events, select Consider Calendar Events.
            6. Click Save.

            Step 3: Create a Scheduling Policy

            A scheduling policy combines work rules and service objectives into a single configuration that the scheduling engine uses to find the best service resources for an appointment. Work rules filter which resources are eligible, and service objectives rank the eligible resources based on your business priorities.

            1. Return to the Scheduling Policies for Workforce Scheduling page in Setup.
            2. Click Go to Setup next to Create a Scheduling Policy.
            3. Click New.
            4. In the Policy section, enter the required information.
              1. Name: A unique name for the scheduling policy.
              2. Developer Name: An API name for the scheduling policy. Auto-populated based on the name.
              3. Description: A brief description of the policy's purpose.
            5. Expand the Scheduling Rules section, and then move the rules you want from the Available Scheduling Rules list to the Selected Scheduling Rules list.

              Use the up and down arrows to set the order in which rules are evaluated.

            6. Expand the Scheduling Objectives section, and then move the objectives you want from the Available Scheduling Objectives list to the Selected Scheduling Objectives list.

              Use the up and down arrows to set priority.

            7. Click Save.

            Step 4: Select a Default Scheduling Policy

            The default scheduling policy determines which work rules and service objectives the scheduling engine applies when no other policy is specified. After you create at least one scheduling policy, select it as the default for your org.

            1. Return to the Scheduling Policies for Workforce Scheduling page in Setup.
            2. Click Manage next to Select Default Scheduling Policy.
            3. From Scheduling Policy, select the scheduling policy to use as the default.
            4. Click Save.

            Step 5: Add Your Scheduling Policy to a Flow

            Associate a custom scheduling policy with a scheduling flow so that Workforce Scheduling uses it when identifying available service resources, finding time slots, and creating appointment records.

            1. Return to the Scheduling Policies for Workforce Scheduling page in Setup.
            2. Click Go to Flows under Unlock Advanced Functionality.
            3. Edit your Workforce Scheduling flow.
            4. In Flow Builder, on the Manager tab, edit the SchedulingPolicyName variable, and set its default value to the developer name of your custom scheduling policy.
            5. Save your changes.
             
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