Example Customization Scenarios

Review common customization scenarios to understand what Workforce Scheduling customization can achieve.

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

Rename Interaction Labels and Component Names: Update "Account" to "Constituent," rename "Interaction" to "Appointment," and change "Interaction Attendees" to "Staff Members" so the scheduling flow reflects your organization's terminology.
Add or Remove Fields in the Scheduling Flow: Add a Case field to the interaction details step so that scheduled interactions are linked to the related case, or remove fields your organization doesn't need.
Launch Customized Scheduling Flows: Clone a standard scheduling flow, customize it, and launch it either by overriding the default flow or by creating a quick action on any supported object.
Extend Context Definitions with Custom Fields: Create custom fields on Service Appointment or Interaction, extend the standard context definition to map those fields, and select the extended definition in Salesforce Go.
Pass Custom Field Values in Scheduling Flows: Update the scheduling flow's formula variable to pass custom field values through the extended context definition.
Customize Confirmation Email Templates: Update the email templates that Workforce Scheduling sends when appointments are scheduled, rescheduled, or canceled.

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