Get Ready for Field Service Scheduling and Optimization

This is a Field Service managed package feature.

As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can continue to opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality.

Watch the video to see how to optimize scheduling using the innovative new engine, built for greater scalability, precision, schedule quality, and performance alongside some new features such as Travel Modes, Holiday Management, and Service Appointment Sliding.

Watch the video to see how you can benefit from improved schedule quality using the innovative new engine available by default for new users as of Summer ’23, and easily transitioned to by existing users, for all territories. The video covers additional supported features and the new offsite service appointment feature.

• What’s Schedule Optimization?
  Manually constructing an efficient field service schedule can drive even the most serene administrator to madness. Field Service optimization transforms traditional scheduling by automatically generating the ideal schedule based on your specific constraints and priorities. Field Service offers unparalleled flexibility and innovative, out-of-the-box solutions, enabling businesses of all types and sizes to tailor their organizational models for seamless schedule optimization.
• How Does the Field Service Optimization Engine Work?
  Need a few contractors onsite a week from now and need to know who’s available? Absolutely have to have a specialist arrive to a service location in an hour? What about a regularly scheduled appointment for both the contractors and the specialist to service the same location?
• Get Started with Schedule Automation and Optimization in Field Service
  Field Service provides several tools for automating and optimizing your workforce’s schedule. Learn about the benefits and differences of each method, when to use each tool, and how to set up schedule automation and optimization.
• What’s Available in Enhanced Scheduling and Optimization
  Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.
• Implement Field Service Enhanced Scheduling and Optimization
  Field Service’s Enhanced Scheduling and Optimization replaces the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The new architecture and services are more efficient and improve scalability, performance, and schedule quality. Built on the Hyperforce platform, Enhanced Scheduling and Optimization hosts innovative new functionality to take Salesforce Field Service to the next level. Learn more about setting up optimization and creating optimization jobs, explore optimization metrics, and get scheduling recommendations. Start your journey to Enhanced Scheduling and Optimization, with resources for every step of your way.
• Transition to Enhanced Scheduling and Optimization
  Salesforce orgs created in Summer ’23 and later have Enhanced Scheduling and Optimization enabled by default for all service territories. If you're not using Enhanced Scheduling and Optimization, you can enable the enhanced engine for all or selected service territories. You can easily upgrade all service territories with guided steps comprising a readiness check and links to Salesforce Help. This transparency helps you adopt Enhanced Scheduling and Optimization and benefit from innovative features, more efficient services, and improved scalability, performance, and schedule quality.
• Activate Field Service Schedule Optimization
  Configure optimization so you can schedule appointments and address last-minute challenges. You can set up optimization to run automatically, or run it manually. Activate optimization to create an optimization user and profile required for accessing a optimization services. When you’re using Enhanced Scheduling and Optimization, this activation isn't required, because Enhanced Scheduling and Optimization uses a Platform Integration User.
• Create the Field Service Integration Permission Set
  Create or update the Field Service Integration permission set to access the object attributes. The Field Service Integration permission set lets users manage permissions needed for optimization and scheduling services related to Enhanced Scheduling and Optimization and service appointment bundling.
• Enable Enhanced Scheduling and Optimization
  Enhanced Scheduling and Optimization must be enabled to start using its features. As of Summer ’23, new Salesforce orgs have Enhanced Scheduling and Optimization enabled by default for all service territories. Existing orgs can opt in and enable the enhanced engine for all or selected service territories. The enhanced engine is an improvement of the optimization functionality and associated manual and semiautomatic scheduling services you’ve been using. The enhanced architecture and services are more efficient and improve scalability, performance, and schedule quality. Make sure you examine the Enhanced Scheduling and Optimization considerations and limitations before using the enhanced engine.
• Set Up Enhanced Optimization for Field Service Territories
  As of Summer ’23 new Salesforce orgs have Enhanced Scheduling and Optimization enabled for all service territories. Existing orgs can switch to use Enhanced Scheduling and Optimization for all service territories or per territory. Enhanced Optimization per Territory enables you to deploy Enhanced Scheduling and Optimization only on selected territories, for example, territories with simpler scheduling scenarios. This gradual rollout lets you keep the more complex scheduling scenarios for later releases, when all the service territory features are supported.
• Customize Derivation Settings
  Use derivations to map the fields on standard objects to fields required for scheduling, including the Address and Service Territory (where), start and end times (when), Scheduling Policy (how), and Work Type (what).
• Customize Appointment Booking Settings
  Users can schedule service appointments for a work order, work order line item, or other record by using the Book Appointment Chatter action. Customize this scheduling experience from the Field Service Admin app.
• Set Up Routing for Travel Time Calculations
  Salesforce Field Service routing calculates travel times to determine the best route for mobile workers traveling to service appointments. This way, your team can work efficiently and maintain service levels. Accurate routing is essential for optimal scheduling because it provides more accurate travel time predictions so that mobile workers can complete more jobs in less time. This improved accuracy reduces travel costs and improves customer satisfaction by ensuring timely arrivals.
• Create and Manage Field Service Scheduling Policies
  Scheduling policies in Salesforce Field Service define the rules and objectives (scheduling priorities) for assigning work to service resources. These policies optimize resource allocation by considering factors such as resource skills, job proximity, and urgency, to make sure the right person is assigned to the right job efficiently. By considering scheduling preferences such as minimizing travel time, scheduling as early as possible, and prioritizing preferred resources, scheduling policies improve operational efficiency and customer satisfaction.
• Create and Manage Field Service Work Rules
  Work rules refine the list of candidates for a service appointment by rejecting service resources that violate any rule. Add work rules to any Field Service scheduling policy to guide schedule optimization.
• Create and Manage Field Service Objectives
  Represent your KPIs and scheduling goals by adding service objectives to your scheduling policy. You can weight each objective in the scheduling policy to indicate its importance to your business needs, relative to other objectives.