Work Capacity Limits (WCL)

Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience

The Agentforce Field Service and Operations core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions.

The limit can set the threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or a specific workstream. For example, set a service territory limit of 100 hours in Los Angeles from August 25, 2024, to September 25, 2024, or limit installation work to 50% of the available work capacity in New York every Monday in August 2024

However, you can set workstream limits only according to a unique service appointment attribute. Therefore, after you create a WCL with an attribute, any other WCL you create can have only that same attribute, with, optionally, a different attribute value. For example, if you create a WCL with the Work Type attribute and the Break Fix value, you can create WCLs only with the same or different value of the Work Type attribute (for example, Maintenance).

Work capacity limits are enforced by the Capacity Limit work rule type. To provide some scheduling flexibility, override the limit on or close to the day of service, defined according to the time zone of the service appointment’s service territory, in Field Service Settings. This override enables scheduling a service appointment even if it violates the set limit. For example, a service appointment must be scheduled for this Wednesday but can’t be scheduled because the work capacity limit was reached. If the override policy was set to start the override 2 days before the day of service, the service appointment can be scheduled for Wednesday starting midnight between Monday and Tuesday. .

When you create a WCL, it’s created as inactive and ignored by the scheduling optimization process. Activate the WCL to consider it in the schedule optimization.

When you activate a WCL, daily work capacity usage records are created for the relevant days in the time range. The work hours of service appointments scheduled for each date are filtered according to the workstream defined for the WCL. They’re then accumulated as time consumed in the relevant work capacity usage (WCU) for this date.

Two WCLs, one open-ended and one close-ended, can include the same date. However, each date can have only one WCU. In this case, the WCU is created according to the close-ended WCL. Create a close-ended time range limitation to override an open-ended WCL. For example, if you have an open-ended limitation of 100 hours on installation work type on Mondays, and a nonworking holiday occurs on a Monday, create a close-ended WCL for this day and set the limitation to 0.

The Work Capacity Limits list view presents a tabular view of the WCLs defined, their definitions, and whether they’re active. It also enables activating and deactivating a WCL.

To show the Work Capacity Limits list view, from the App Launcher, find and select Work Capacity Limits.

• Create a Work Capacity Limit
  Work capacity limits let you control the amount of work scheduled for service resources according to specific values of a service appointment’s attribute (workstream). Work capacity limits are defined per service territory, for a certain time resolution, and over a given open or closed-end date range. Define the work capacity limit for the whole service territory or restrict it to a specific value of a service appointment’s attribute (workstream). Define the limit threshold as the maximum number of hours or what percentage of the available work capacity you can schedule for a service territory or the specific workstream. After you create a work capacity limit, you can edit its description, limitation value, start and end dates, and days of the week. You can edit WCLs only if they're inactive. You can also edit the limit for a specific date by editing the work capacity usage object. Editing the daily limit doesn’t change the limit value in the work capacity limit object.
• Work Capacity Usage (WCU)
  When a work capacity limit (WCL) is activated, Work Capacity Usage (WCU) records with the same criteria are created for each day that has scheduled service appointments within the WCL time range. The time consumed for each WCU aggregates the total scheduled hours of service appointments that conform to the limit criteria that belong to a specific work stream.