Work Capacity Considerations and Limitations
When you set up work capacity, there are some considerations and limitations to keep in mind.
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. |
Considerations
- To let dispatchers update service appointments, share the work capacity object records with users according to the service territories they’re permitted to access.
- You can set work capacity limits (WCLs) only according to a unique service appointment attribute, optionally with different attribute values. For example, if you create a work capacity limit with the Work Type attribute and the Breakfix value, you can only create additional limits with the Work Type attribute and the Break Fix value or a different value of the Work Type attribute (for example, Maintenance).
- Only these service appointment field types are supported: Number (int, double), Text (string), Checkbox, Picklist, and Lookup.
- When a lookup attribute value of a derived service appointment changes as a result of a change in the service appointment’s parent entity, the relevant consumption instance isn’t updated.
- Concurrent WCL activation and service appointment updates can cause consumption miscalculations. Activate WCLs during times when fewer service appointment updates occur.
- The travel time calculated for an overnight service appointment is added to consumption the day the service appointment starts.
- Days with zero consumption are shown only if the consumption was previously calculated to be nonzero.
- The limit in hours is calculated based only on work capacity availability and is independent of the number or type of limits defined.
- The availability service considers the default policy set in Field Service Settings Dispatcher Console UI. Suppose the default policy has a Service Resource Availability work rule with a travel from home and a travel to home value of 2 hours each. In that case, the availability calculation adds 4 hours to the availability of each resource.
Limitations
- Consumption calculation doesn’t support these features:
- Multiday work.
- Service appointments longer than 24 hours.
- When Allow definition of work capacity limits is turned off in the admin settings, WCL and WCU data is still saved in Field Service but isn’t accessible to users. To maintain data integrity, disable all active WCLs before turning off this setting, and enable them after the setting is turned on.
- Records of work capacity usage are limited to 2,000 per day.
This limit applies to the maximum potential volume of daily Work Capacity Usage (WCU) records. A Work Capacity Limit (WCL) defines the constraints for a service territory, day, and possibly a specific type of work. A WCU record is created for each day within an active WCL that has scheduled work. If you try to activate a WCL that causes the total number of potential WCU records for any given day to exceed 2,000, the system doesn’t let you activate it.
- You can define Work Capacity Limits (WCLs) by hours or percentage. If you define the work capacity limit by percentage but the availability can’t be calculated (for example, because of a long time horizon), the limit in hours can’t be calculated and isn’t shown in the Summary view. Because the services (for example, appointment booking) use the hours limit, the limit can’t be enforced.
- The Limit, Usage, and Availability tabs accessed from Work Capacity via the Work Capacity tab show only 30 records and can’t be filtered or searched. Go to the out-of-the-box list views to see the full list.
- Don’t change the limitation units. If you need another WCL, create one.
- You can edit and save the out-of-the-box reports or use the Save as option and create a customized report.
- Special characters aren’t supported for service appointment field values when the service appointment field is of a string data type.
- Profiles created in Summer ’23 and later have full access to the out-of-the-box Work Capacity Limit object. Reduce the access permissions of users with these profiles if they’re not needed.
- Restoring the Work Capacity Limit and Work Capacity Usage objects isn’t supported.
- If the availability of a WCA record is reduced to zero (for example, if all resources were deactivated), the availability calculation job doesn’t update the record’s availability value. Scheduling-related services aren't affected because the resources aren’t available.
- If a service resource included in availability calculations has one or more secondary service territory memberships, but no primary service territory membership, the availability calculation fails.
- History tracking isn’t supported for the Work Capacity Limit object. Attempting to enable it results in an error.
- Work capacity availability calculation: When a service resource is assigned a service territory membership for a full or partial day, the system deducts all of the resource’s scheduled breaks and absences, even if the resource has no availability in that service territory for that day. The system doesn’t add availability if no operating hours or shifts are defined.
- Overtime is taken into account in availability calculations only when it appears after normal time. Overtime at the beginning or middle of the day is addressed as normal time in the availability calculations.
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