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Preparing to Use Shift Segments
Set up Salesforce to use shift segments in Shift Scheduling or Workforce Engagement.
Required Editions
| View supported editions. |
Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.
| Configuration Steps | Documentation |
|---|---|
| Step 1: Follow the steps to set up Salesforce for Shift Scheduling tools. If you want to use shift segments with Intraday Management in Workforce Engagement, ensure that your shifts, service resources, and Intraday Management Dashboard are all associated with the same service territory. Shifts must have a job profile that’s reflected in the Intraday Management dashboard. | Preparing for Shift Scheduling |
| Step 2: Create shift segment types. | Create a Shift Segment Type |
| Step 3: Add the Shift Segments related list to the Shifts object. | Add a Related List to an Object |
| Step 4: Create presence statuses to represent activities that support reps engage in during a shift. Phone Calls, Chats, Team Meeting, or Lunch are all examples of presence statuses. | Create Presence Statuses |
| Optional (Workforce Engagement only): Create an approval process and flow to let support reps accept and decline shifts. | Automate How Agents Accept and Decline Shift Assignments |
| Optional (Workforce Engagement only): If you plan to use shift segments with Intraday Management, follow the Admin Checklist for Intraday Management Setup. | Admin Checklist for Intraday Management Setup |
- Create a Shift Segment Type
A shift segment type represents an activity that’s performed by a support rep during the workday. A segment type can be a work activity (chat, email, or phone call), non-work activity (meeting or training), or break (break or lunch). In Workforce Engagement, a shift segment type can also specify an adherence threshold to help ensure that support reps are working on the correct assignment.
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