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            Create a Work Rule for Workforce Scheduling

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            Create a Work Rule for Workforce Scheduling

            Work rules define the criteria that determine which service resources are eligible for a given appointment. Each rule filters resources based on a specific factor such as skills, availability, territory, or calendar conflicts.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise and Unlimited Editions
            User Permissions Needed
            To create a work rule: 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 work rule.
              2. Developer Name: An API name for the work rule. Auto-populated based on the name.
              3. Description: A brief description of the rule's purpose.
            7. From Rule Type, select the type of work rule, and then configure any additional parameters that appear.
              1. Match Skills: Matches service resources whose skills meet the requirements of the appointment. To require that the resource's skill level meets or exceeds the level required by the appointment, select is Skill Level Matched.
              2. Availability: Filters resources based on their available time slots using operating hours, shifts, or both. From Shift Usage, select how operating hours and shifts are used to calculate availability: Consider Only Shifts, Consider Operating Hours and Shifts Intersection, Consider Operating Hours and Shifts Union, or Consider Only Operating Hours.
              3. Excluded Resources: Removes specific service resources that are marked as excluded on the appointment.
              4. Required Resources: Limits candidates to service resources that are marked as required on the appointment.
              5. Service Appointment Visiting Hours: Restricts scheduling to times within the visiting hours defined on the service appointment.
              6. Working Territories: Filters resources based on the service territories where they are assigned to work. To consider the resource's primary territory, select Enable Primary Location. To consider the resource's secondary territory, select Enable Secondary Location.
              7. Appointment Start Time Interval: Sets the interval, in minutes, between available appointment start times. From Appointment Start Time Interval, select the number of minutes between available start times.
              8. Calendar Events: Excludes time slots that overlap with the resource's calendar events. To block times when the resource has conflicting calendar events, select Consider Calendar Events.
            8. Click Save.
             
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