Apply the Work Capacity Rule to Scheduling Policies
You can enforce work capacity limits by adding the Work Capacity work rule to
policies. If the work rule is applied to the policy, and the work capacity limit is
exceeded, Field Service doesn’t schedule a service appointment or return a slot in
appointment booking.
Required Editions
Available in: both Salesforce Classic (not available in all orgs) and Lightning
Experience
The Agentforce Field Service and Operations core features, managed package, and
mobile app are available in Enterprise, Unlimited, and Developer
Editions.
User
Permissions Needed
To apply the Work Capacity rule:
Create on Work Rules
From Setup, in the Quick Find
box, enter Object Manager, and then select
Work Rules.
Verify that Field Service - Work Capacity Rule has the Capacity Limit layout.
If not, edit the layout.
From the App Launcher, find and select Work Rules.
Click New.
Select Field Service - Work Capacity Rule, and then
click Next.
Enter a name for the work rule and optionally a description.
Save the work rule.
You can add the work rule to any scheduling policy from the Customize Scheduling
Policies page in Guided Setup or from the Scheduling Policy Work Rules related list
on a scheduling policy.
You can add only one Work Capacity rule to a scheduling policy.
Note If the work rule isn’t added to the policy, after activating a work capacity
limit, you can see the work capacity usage and compare it to the limit, but the
limit isn’t enforced.
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