Appointment Insights Work Rules
Review the work rules that Appointment Insights refers to.
Required Editions
| Available in: Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
This is a Field Service managed package feature.
| Work Rule | Rule Violation | Recommendation |
|---|---|---|
| Extended Match | A violation occurs when there are no available candidates who meet the criteria of the Extended Match rule. | Verify that you have one or more candidates that match the service appointment’s required values based on the criteria of the Extended Match rule. |
| Match Boolean Custom Rule | A violation occurs when there are no available candidates who meet the criteria of the Match Boolean custom work rule. | Verify that the Match Boolean custom rule is defined correctly. If possible, remove this rule. |
| Match Fields Custom Rule | A violation occurs when there are no available candidates who meet the criteria of the Match Fields custom work rule. | Verify that the Match Fields custom rule is defined correctly. If possible, remove this rule. |
| Match Skills | A violation occurs when there are no available candidates who possess the required skills and skill level listed on the service appointment’s parent Skill Requirement record. | Verify that the service appointment’s parent Skill Requirement record lists the correct required skills and skill level, and ensure that your service resources’ assigned skills and skill levels are up to date. If there are still no available candidates, train your service resources to meet the required skills or skill level. |
| Match Territory | A violation occurs when there are no available candidates who are Primary or Relocation members of the service appointment’s service territory. | After Appointment Insights verifies that candidates in neighboring territories are available, remove the Match Territory work rule from your scheduling policy, and add the Maximum Travel from Home rule instead. |
| Match Time | A violation occurs when there are no available candidates who meet the criteria of the Match Time rule. For example, no candidates can complete the service appointment before the due date or there are no candidates because the service appointment’s dates are in the past. | Verify that the standard match rule or other configuration is defined correctly.
|
| Maximum Travel from Home | A violation occurs when there are no available candidates whose home base is within the rule’s defined distance or travel time to the service appointment’s location. | Extend the rule’s travel time to allow for travel of up to a 200-kilometer or 124-mile radius from the service appointment’s location or a distance of 1.5 times the maximum travel distance defined in the scheduling policy, whichever is greater. |
| Service Resource Availability | A violation occurs when there are no available candidates because all of them are already assigned to service appointments. | Verify that there are available candidates with a service territory membership in the service appointment’s service territory by unscheduling low-priority service appointments or resource absences. Or, assign more service resources to the service territory.  Note To determine availability, Appointment Insights checks for the
total remaining available time of each service resource on the Gantt against the
duration of the service appointment. |
| Working Territories | A violation occurs when there are no available candidates who work in the service appointment’s service territory (Primary or Secondary members). | After Appointment Insights verifies that candidates in neighboring territories are available, make sure that you have one or more candidates with a service territory membership in the service appointment’s service territory within the relevant time frame. |
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