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Preparing for Shift Scheduling
Before your planners can create shifts and assign them, configure Salesforce for shift scheduling.
Required Editions
| View supported editions. |
If you set up Workforce Engagement to create a capacity plan, you completed some steps already. If you completed a step, skip it and proceed to the next one.
The steps differ depending on whether you’re using an Omni-Channel queue-based routing workflow. A queue-based workflow uses Omni-Channel queues and job profiles to match work assignments to support reps. If you’re using a non-Omni workflow, scheduling matches assignments to support reps based on their skills.
| Configuration Step | Documentation |
|---|---|
| Step 1. Assign the appropriate permission sets to your users. Assign the Shift Scheduling Planner or Workforce Engagement Planner permission set to users who create and schedule shifts. Assign the Shift Scheduling Agent or Workforce Engagement Agent permission set to your support reps. | |
| Step 2. In the profile for the user who creates and assigns shifts, set standard object permissions for Service Resource Preferences to View All Records. It's not possible to edit standard object permissions on a standard user profile, so this user must have a custom profile. | Edit Object Permissions in Profiles |
Step 3. Add related lists to objects.
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Add a Related List to an Object |
| Step 4. Create operating hours with time slots to represent your business operating hours. | Create Operating Hours with Time Slots |
| Step 5. Create service territories for the contact centers where your support reps work. Select the operating hours for each service territory. | Create a Service Territory |
| Step 6. Create a service resource for each agent that you want to assign shifts to. In the Type field, select Agent. To specify where an agent works, add a service territory to the Service Territory related list on the service resource. | Create Service Resources for Agents |
| Step 7. If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, create skills so that scheduling can match support reps’ abilities with work assignments. Add one or more skills to the Skills related list on each service resource. | Create and Assign Skills |
Step 8. Create job profiles to associate with your shifts. If you’re using Shift Scheduling or a workflow other than Omni-Channel queue-based routing in Workforce Engagement, add one or more skills to each job profile. Scheduling then matches shifts with skill requirements in a job profile to support reps who have those skills. If you’re using an Omni-Channel queue-based routing workflow in Workforce Engagement, scheduling uses job profile to queue mappings instead. Configure these mappings in the next step. |
Create a Job Profile |
Step 9. (Omni-Channel queue-based routing workflow in Workforce Engagement) If you haven’t done so already, enable Omni-Channel, set up queues, and associate routing configurations with each queue. Add your agent users as queue members. Enable the configuration app in Setup, and map job profiles to queues. Scheduling matches shifts for each job profile to queues with the same job profile. It then assigns the shift to a queue member. |
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Step 10. Create scheduling rules that help to match support reps to shifts.
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Create a Scheduling Rule |
| Step 11. Create scheduling constraints, such as work limits, to associate with scheduling rules. Add scheduling constraints to service resources or service territories. A scheduling rule looks first for a constraint on a service resource. If there isn’t one, it looks for a constraint on the service territory. | Create a Scheduling Constraint |
| Step 12. Create scheduling objectives to reflect business goals. For example, balance shifts across your support reps or consider a support rep’s shift preference. | Create a Scheduling Objective |
Step 13. Let support reps see assigned shifts. Create an Apex trigger that allows support reps to see the shifts that have been assigned to them. |
Allow Agents to See Their Assigned Shifts with an Apex Trigger |
