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Agentforce Field Service and Operations
Set Up Service Territories, Operating Hours, and Shifts for Field Service

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Set Up Service Territories, Operating Hours, and Shifts for Field Service

Create service territories to track the places where your team performs field service work. Assign regular operating hours to each service territory to indicate when work can be performed. Create shifts to assign resources to ad hoc hours, such as holiday hours or for workers without a set schedule.

Required Editions

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.
  • Create Service Territories for Field Service
    Organize your field service workforce by creating service territories from Guided Setup or from the Service Territories tab. Tailor these territories to represent geographic regions—such as cities, counties, or neighborhoods—or functional areas such as field sales and field service, depending on your business needs. For utility customers, service territories can include specific business units such as Gas or Electric. The territory location is stored in the address section. If you plan to build out a hierarchy of service territories, create the highest-level territories first.
  • Create Operating Hours for Field Service
    Set operating hours to make sure your field service workforce is available for appointments during their working hours. Define customer availability so that appointments are scheduled when customers can receive service, and establish default Appointment Booking and entitlement-based appointment windows to enhance service delivery. This approach ensures efficient scheduling, aligning workforce and customer availability for improved satisfaction.
  • Set Up Shifts for Field Service
    Shifts in Field Service let you define variable working periods for your shift-based workforce, such as contractors or on-call staff. Create shifts for particular dates and times when you need coverage, and assign them to service resources. When the Field Service managed package is installed, scheduling and optimization considers shifts assigned to service resources as availability for assigned work in addition to the service resource’s Operating Hours on their Service Territory or Territory Member record.
  • Manage Field Service Shifts
    Shifts are similar to operating hours in that they define when your workforce is available to be assigned service appointments. However, shifts offer more flexibility than operating hours because you can create them for specific time periods on particular dates and times when you need workforce coverage. You can then assign these shifts to service resources. This flexibility allows you to accommodate the varying availability of contractors, retail workers, healthcare workers, or on-call staff for service appointments.

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