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Salesforce Field Service: Scheduling Policy Used for Complex Work

Publish Date: May 15, 2026
Description
In Salesforce Field Service, Complex Work refers to multi-appointment work orders where several service appointments must be coordinated and scheduled together as a group. When using the Schedule Appointments button from the Complex Work section on a Service Appointment, unexpected behavior may occur:

  • No candidates are found, or
  • Appointments are scheduled to resources that should not be available, when compared with what the Candidates action shows.

This discrepancy is caused by a mismatch between the Scheduling Policy used by the Complex Work scheduling action and the Scheduling Policy configured for the Appointment Booking global action. Understanding which Scheduling Policy is used by each action is key to resolving this issue.
Resolution
This article explains why the Scheduling Policy used during Complex Work scheduling may differ from what is expected, and how to update the correct setting to resolve the discrepancy.

Why This Happens

Complex Work in Salesforce Field Service uses the Default Scheduling Policy defined in:
Field Service Settings > Dispatcher Console UI > Gantt Configurations

This may differ from the Scheduling Policy set in:
Field Service Settings > Global Actions > Appointment Booking

The Candidates action uses the Appointment Booking policy, while the Schedule Appointments button on Complex Work uses the Gantt Configurations policy. When these two policies are different, the results of the two actions will not match — leading to confusion about which resources are available or why candidates cannot be found.

How to Fix It

To ensure consistent scheduling behavior between the Candidates action and the Schedule Appointments button on Complex Work, follow these steps:

  1. Navigate to Field Service Settings.
  2. Go to Dispatcher Console UI > Gantt Configurations.
  3. Update the Default Scheduling Policy to match the desired Scheduling Policy — the same one configured under Global Actions > Appointment Booking.
  4. Save the changes and re-test the Complex Work scheduling action.

Once both settings reference the same Scheduling Policy, the Schedule Appointments button on Complex Work produces results consistent with the Candidates action.
Knowledge Article Number

002330969

 
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Salesforce Help | Article