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            Create a Service Objective for Workforce Scheduling

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            Create a Service Objective for Workforce Scheduling

            Service objectives represent the KPIs and goals that the scheduling engine uses when evaluating service resources for appointments. For example, use a load balancing objective to distribute appointments evenly across your team based on appointment count or total duration.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To create a service objective: Workforce Scheduling Manager
            1. From Setup, click Salesforce Go.
            2. Search for Scheduling Policies.
            3. In the search results, under Features, select Scheduling Policies for Workforce Scheduling.
            4. Click Go to Setup next to Create Service Objectives.
            5. Click New.
            6. Enter the required information.
              1. Name: A unique name for the service objective.
              2. Developer Name: An API name for the service objective. Auto-populated based on the name.
              3. Description: A brief description of the objective's purpose.
            7. From Objective Type, select the type of scheduling objective.

              Load Balancing distributes appointments across service resources to balance workloads.

            8. If you selected Load Balancing, configure the objective type parameters.
              1. Utilization Count Type: The metric used to calculate resource utilization. Select Total Appointment Duration to balance by the total time spent on appointments, or Number of Appointments to balance by appointment count.
              2. Utilization Calculation Frequency: How often utilization is calculated. Select Monthly or Weekly.
            9. Click Save.
             
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