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Manage Appointments with Salesforce Scheduler
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            How Work Types, Work Type Groups, and Service Territories Work Together

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            How Work Types, Work Type Groups, and Service Territories Work Together

            Work types are appointment templates that define key parameters, such as appointment duration, preparation and wrap-up buffers, and availability time frame. Work types also map skill requirements for work type groups to ensure that users can create appointments only with service resources who have the necessary skills. A work type links service territories (branch or office locations) to work type groups (appointment topics).

            Required Editions

            Available in: Lightning Experience.
            Available in: Enterprise and Unlimited Editions

            For each set of appointment parameters and skills that you need, create a work type. Use work types to link work type groups and service territories. And use the work type to link all the service territories that cater to the work type group.

            If a work type is assigned to a work type group and service territory combination, then you can’t assign other work types to the same combination. For example, if Account Opening (work type) is assigned to Chicago (service territory) and General Banking (work type group), then you can’t use any other work type, such as Advisory Service, to link Chicago and General Banking. You can, however, assign the Account Opening and Advisory work types to other work type group and service territory combinations.

            When users select a work type group value and a service territory value, Salesforce Scheduler uses these values to identify the work type that links them. Based on the parameters specified in the work type, work type group, and other settings, Salesforce Scheduler shows available time slots and resources.

            Example
            Example Here’s a table that shows how different work types link work type groups and service territories. The example uses three work types: Advisory Service, Account Opening, and Update KYC. The duration is set to 1 hour, 2 hours, and 3 hours respectively. The other parameters are the same.
            Work Type GroupService TerritoryWork Type (You can use only one work type to map a work type group and service territory combination)
            Insurance Management San Francisco Advisory Service
            Insurance Management San Jose Account Opening
            Insurance Management Hyderabad  
            General Banking San Francisco Update KYC
            General Banking San Jose Update KYC
            General Banking Hyderabad Account Opening
            Wealth Management San Francisco Update KYC
            Wealth Management San Jose Update KYC
            Wealth Management Hyderabad Account Opening
            Important
            Important In the example, the skill requirements for General Banking and Wealth Management are the same. Typically, skill requirements differ across work type groups. You’re required to create a work type for each work type group.

            Insurance Management is supported at the San Francisco and San Jose branches. And the two service territories need different appointment durations (1 hour for the San Francisco branch and 2 hours for the San Jose branch) with other requirements being the same. So we use these work types:

            • Advisory Service to link San Francisco to Insurance Management.
            • Account Opening to link San Jose to Insurance Management.

            The San Francisco branch supports Insurance Management, General Banking, and Wealth Management. And the three work type groups need different durations (1 hour for Insurance Management and 3 hours for General Banking and Wealth Management) with other requirements being the same. So we use these work types:

            • Advisory Service to link San Francisco to Insurance Management.
            • Update KYC to link San Francisco to General Banking and Wealth Management.

            Here’s how Salesforce Scheduler shows time slots after users select a location (service territory), work type group, and other parameters such as resource and appointment type:

            • When users select Wealth Management and Chicago, Salesforce Scheduler uses the parameters defined in Account Opening (along with other parameters and settings) to show time slots.
            • When users select Insurance Management and Chicago, Salesforce Scheduler doesn’t show any time slots because no work type maps them.

            See Also

             
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