Fit a service appointment into a full schedule by reshuffling appointments and
scheduling higher priority appointments over appointments with a lower priority. Service
appointments can move to a time slot within the same shift, to a different shift, or even to a
different resource.
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 reschedule an appointment:
One of these custom permission sets:
Field Service Admin Permissions
Field Service Call Center Rep Permissions
Field Service Dispatcher Permissions
This is a Field Service managed package feature.
Use Reshuffle to schedule or reschedule critical appointments even when the Gantt seems to
be full. Appointments can move to another day or to another resource. Higher priority
appointments take priority over lower priority appointments. In addition, if
Schedule over lower priority appointment is selected for an
appointment, a higher priority appointment can be scheduled on top of a lower priority
appointment, creating an overlap.
A service resource’s appointments are reshuffled to another day or to another resource
only if there's no availability to schedule with sliding.
To open the Classic Dispatch Console, from the App Launcher, find and open the Field
Service app, and then click Field Service.
Find the appointment in the appointment list (or on the Gantt, if it’s already
scheduled).
Right-click the appointment and select Reshuffle. This action can
reschedule lower priority appointments and reschedule higher priority appointments (though not
past their due date) and can cause overlaps in the schedule.
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