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            What’s Available in Enhanced Scheduling and Optimization

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            What’s Available in Enhanced Scheduling and Optimization

            Review some highlights of the Field Service Enhanced Scheduling and Optimization engine.

            Required Editions

            Available in: Available in Lightning Experience and Salesforce Classic in these editions where Field Service is enabled: Enterprise, Unlimited, and Developer Editions

            The Enhanced Scheduling and Optimization engine includes innovative capabilities.

            Feature Description
            Activity Reports (Beta) Easily monitor the activities and processes that you initiate in your Salesforce org. Generate an activity report for a specific request type and easily identify whether it succeeded or failed. For example, generate a report on a Global Optimization request that failed. The report output details the reasons for the failure, allowing you to take action and troubleshoot the issue quickly.
            Appointment Insights (Beta) Helps you understand why service appointments can’t be scheduled and shows what changes you can make to qualify more time slots and candidates for scheduling.
            Dynamic Scaling Manage large-scale global and in-day optimization effectively without splitting data due to system limits. Dynamic scaling intelligently structures data into geographical logical clusters, seamlessly balancing demand and capacity while accounting for operational work rule constraints. This capability simplifies optimization management by enabling higher system limits, so you can optimize your entire dataset in one smooth operation.
            Enhanced Optimization per Territory Enables you to deploy enhanced scheduling and optimization at the territory level. Define for each territory whether to use Enhanced Scheduling and Optimization. By moving the territories with simpler scheduling scenarios to use Enhanced Scheduling and Optimization, you keep the more complex scenarios for later releases, when all the service territory features are supported. This gradual rollout reduces risk and provides focused support to those territories where the new functionality has been enabled.
            Fix Schedule Overlaps Automated Flow (Beta) Addresses what happens to your schedule during resource schedule optimization to resolve schedule overlaps that occur due to an appointment ending late. Use the flow template recommendations or adjust the template to suit your specific use case.
            Flexible Breaks Add multiple breaks to availability-based work rules. Flexible break times are calculated at the start of each work day. Set a break duration and a time window for when the break must occur relative to the start of the resource’s day. Optimization can then schedule appointments and break times.
            Holiday Management Account for holiday closures. Refine your working hours by updating operating hours so that service appointments aren’t scheduled on holidays.
            Keep Scheduled Keep service appointments with certain values on the schedule. During optimization, or when scheduling or booking appointments, these service appointments aren’t dropped and can be moved to a different time slot or service resource.
            Minimize Gaps Objective Enables you to reduce idle time between service appointments and improve resource productivity by preferring to schedule service appointments consecutively. Use this objective to prevent schedule gaps and to make sure service resources have a continuous block of service appointments rather than multiple idle times between appointments throughout the day.
            Offsite Appointments Indicates whether an appointment can be done remotely, with no travel time added to the schedule. For example, work such as remote technical assistance, filling out reports, or renewal of health and safety certification can be done from anywhere.
            Optimization Hub Shows the improvements that optimization makes to the scheduling of service appointments across multiple territories in one unified hub.
            Optimization Request Files (Beta) Quickly retrieve the request and response files of an optimization request. Review the files in a JSON file format to find out what happened to a specific request and to resolve related issues.
            Optimization Request Owner Shows which user who initiated the global, in-day, or resource schedule optimization request or who configured the scheduled job. The Owner field in the optimization request lets service managers easily identify the user involved, providing insights into scheduling and optimization actions. This functionality facilitates system tracking, troubleshooting, and traceability.
            Same Site Objective Ensures that a minimal number of mobile workers visit the same location by having the optimization services group service appointments located at the same site. Use the Same Site service objective to prefer that jobs get scheduled together while considering all other objectives and KPIs.
            Schedule Across Multiple Time Zones Add operating hours on secondary service territories in various time zones to maximize resource availability. For example, a mobile worker can service adjacent cities in different time zones. Or, a service resource can provide technical assistance from a call center to New York, Tel Aviv, London, and Sydney.
            Scheduled Jobs Enables you to better manage the volume of your optimization runs by setting up scheduled jobs that run separately for defined groups of service territories. Scheduled jobs gives you more control over when and how often a job runs. To avoid setting up overlapping optimization requests when you’re using enhanced scheduled jobs, make sure Enable optimization overlaps prevention is selected in Field Service Settings.
            Service Appointment Sliding Enables you to free up time for a new service appointment when using appointment booking and scheduling operations. Service appointments on the Gantt can move for the same resource to an earlier or later time, within the resource’s shift.
            Service Appointment Reshuffling and Support for High-Over-Low Prioritization Enables you to free up time for a new service appointment when using appointment booking and scheduling operations. Service appointments on the Gantt can move to an earlier or later time for the same resource within the resource’s shift, to another day for the same resource, or to a different resource. In addition, when Schedule over lower priority appointment is selected on the service appointment, a lower or equal priority appointment can be dropped from the Gantt.
            Skill Preference Objective Identifies the best-qualified candidates when optimizing your schedule. Use the Skill Preference service objective to find candidates with a skill of a certain skill type that reflects the service appointment's skill preferences. For example, a service appointment requires a caregiver who speaks English or Spanish but the preferred choice is Spanish.
            Travel Modes Enhances predictive travel by providing more accurate travel time predictions and improving the completion rate of service appointments. By leveraging different types of travel modes, admins define the travel mode per territory, per primary service territory member, or both, to reflect transportation type (car, light truck, heavy truck, bicycle, or walking), the use of toll roads, and hazmat considerations.
            Travel Time Buffer Adds a buffer to your estimated travel time to account for additional arrival time considerations like unloading technical gear, walking time in a building complex, or finding parking. You can define this at the org and territorial levels.
            Work Capacity Limits Control the work performed by your workforce according to dynamic company priorities. Limit the number of hours or percentage of the available work capacity on certain days for specific service territories according to the value of a specific service appointment attribute.

            Review the scheduling and optimization services available with Enhanced Scheduling and Optimization.

            Note
            Note These tables list only the main services and features available in Enhanced Scheduling and Optimization. Features listed as unavailable are on the roadmap for later releases.

            Scheduling and Optimization Services

            Scheduling and optimization includes services used to create, schedule, reschedule, and unschedule service appointments.

            Scheduling Services

            Feature Available Not Yet Available Notes
            Appointment Booking green checkmark  
            • The Objective Calculation explanation is missing.
            Bulk Schedule green checkmark    
            Drag & Drop green checkmark    
            Emergency Wizard green checkmark    
            Get Candidates green checkmark  
            • The Objective Calculation explanation is missing.
            Keep Scheduled green checkmark    
            Reshuffle green checkmark  
            • Available for scheduling and appointment booking.
            Schedule green checkmark    
            Schedule over lower priority appointment green checkmark    

            Dynamic Gantt

            Feature Available Not Yet Available Notes
            Fill-in Schedule   green checkmark  
            Fix Overlaps   green checkmark  
            Group Nearby   green checkmark  

            Optimization Services

            Optimization services improve schedule quality by fixing non pinned rule-violating service appointments. If no valid schedule for these appointments exists, these service appointments are unscheduled at the end of the optimization process. Pinned service appointments remain in place during optimization.

            Feature Available Not Yet Available Notes
            Global optimization green checkmark    
            In-day optimization green checkmark    
            Resource Schedule Optimization (RSO) green checkmark    
            Scheduling recipes   green checkmark
            • The Fix Schedule Overlaps automated flow (beta) replaces scheduling recipes when you're using Enhanced Scheduling and Optimization to resolve overlaps that occur when a mobile worker finishes an appointment late.

            Transparency Services

            Feature Available Not Yet Available Notes
            Activity Reports (Beta) green checkmark    
            Appointment Insights (Beta) green checkmark    
            Optimization Hub green checkmark    
            Optimization Request Files (Beta) green checkmark    

            Work Rules

            Work rules refine the list of candidates for a service appointment by rejecting service resources that don’t match the rule. Add work rules to a scheduling policy to guide schedule optimization.

            Feature Available Not Yet Available Notes
            Count Rule green checkmark  
            • Complex work is supported with the Count work rule.
            • You can use the Count work rule with relevance groups that consist of service territory members and with relevance groups that are based on service appointments.
            • If you use the Count work rule on a custom field, the limitation considers the order of scheduled appointments, ensuring that your workers don't exceed the set limit at any point throughout the day. For example, you have a custom field that checks the capacity of your workers’ vehicle, and the Count work rule is set to 10. Throughout the day, a driver picks up five units, picks up another eight units, and then drops off four units. The Count work rule registers this violation on the second service appointment and on all the following appointments that day. The total count value at any time during the day can’t be negative.
            • Shifts spanning over midnight aren’t supported. For example, a nurse has a shift that starts on Monday at 5 PM and ends on Tuesday at 5 AM, and the Count work rule is set to 10 service appointments per day. The nurse completes 8 service appointments on Monday and another 5 service appointments on Tuesday. Even though the nurse completed under 10 service appointments each day, the Count work rule recognizes it as 13 service appointments, which currently violates the rule.
            Designated Work (shifts and time slots) green checkmark    
            Excluded Resources green checkmark    
            Extended Match green checkmark  
            • Performance and schedule quality can be affected while using time-phased Extended Match in global optimization.
            Match Boolean green checkmark    
            Match Fields green checkmark    
            Match Skills green checkmark    
            Match Territory green checkmark  
            • Scheduling outside working hours can result in a rule violation.
            Match Time green checkmark  
            • Check Rules doesn't distinguish which time rule led to a violation.
            Maximum Travel from Home green checkmark    
            Overtime green checkmark  
            • Overtime is supported only after a shift. Overtime during a shift is considered part of regular working hours.
            Required Resources green checkmark    
            Service Crew Resources Availability green checkmark    
            Service Resource Availability green checkmark  
            • You must include a Service Resource Availability rule in the scheduling policy.
            • Endless travel at the expense of the resource isn’t supported, so you can’t leave the Travel From Home or Travel To Home fields empty.
            • When two separate working shifts or time slots are defined for a service resource, these shifts or time slots are considered unified during the scheduling and optimization process if the time between them is 1 minute. To define two separate shifts or time slots per resource, the time between the shifts or time slots must be greater than 1 minute. For example, define a night shift by using operating hours as 9:00 PM until 11:59 PM on Monday and 12:00 AM until 6:00 AM Tuesday, as these hours are unified for a continuous night shift.
            • When the travel time of a service appointment overlaps with another service appointment, a rule violation is shown only for the appointment with the overlapping travel time.
            Service Resource Availability - Flexible Breaks green checkmark  
            • A limit of up to three breaks applies.
            Visiting Hours green checkmark    
            Working Territories (for secondary territories) green checkmark  
            • Scheduling outside working hours can result in a rule violation.

            Service Objectives

            A service objective is a scheduling goal or target. You can weigh service objectives to prioritize one over another. Each appointment assignment has a score of 0 to 100 for each service objective based on how fully the objective is met. The highest-scoring assignments are preferred. A scheduling policy can have one or more service objectives.

            Feature Available Not Yet Available Notes
            Custom Service Objects   green checkmark  
            Minimize Gaps green checkmark  
            • This objective is supported only for the schedule, bulk schedule, in-day, and global optimization services.
            • This objective doesn’t support multiple flexible lunch breaks.
            • This objective doesn’t support multiday service appointments.
            Minimize Overtime green checkmark  
            • Relevance groups are supported based on service territory members only. You can’t select to apply the Minimize Overtime service objective only for specific service appointments.
            Minimize Travel green checkmark  
            • Relevance groups are supported based on service territory members only. You can’t select to apply the Minimize Travel service objective only for specific service appointments.
            • The Exclude Home Base Travel option isn’t supported by Enhanced Scheduling and Optimization.
            Preferred Resource green checkmark    
            Resource Priority green checkmark    
            Same Site green checkmark    
            Schedule ASAP green checkmark  
            • Relevance groups are supported based on service appointment definitions only. You can’t select to apply the Schedule ASAP service objective only when scheduling to specific resources.
            Service Appointment Priority (nonconfigurable objective) green checkmark    
            Skill Level green checkmark    
            Skill Preference green checkmark    

            Resource and Service Types

            Several types of service resources and service appointments are available in Field Service.

            Feature Available Not Yet Available Notes
            Capacity-based resource green checkmark  
            • Resource absence isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.
            • Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.
            Complex work green checkmark    
            Crews green checkmark    
            Individual service resources green checkmark    
            Multiday work green checkmark  
            • Multiday scheduling is supported in all Enhanced Scheduling and Optimization services except Appointment Booking.
            • Lunch breaks are shown on the Gantt as an overlap with the multiday service appointment when you're using Enhanced Scheduling and Optimization.
            • Multiday work doesn’t support visiting hours when you're using Enhanced Scheduling and Optimization.
            • Multiday work isn't supported with dynamic scaling.
            Resource Efficiency green checkmark  
            • Resource efficiency is rounded up when you're using Enhanced Scheduling and Optimization.
            • Resource efficiency isn't supported for capacity-based service resources when you're using Enhanced Scheduling and Optimization.
            Standard service appointments green checkmark    

            See Also

             
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