Transition to Enhanced Scheduling and Optimization

This is a Field Service managed package feature.

To transition to Enhanced Scheduling and Optimization, make sure that you meet these requirements.

• Field Service is enabled.
• The latest version of the Salesforce Field Service managed package is installed.

Before using the enhanced engine, we recommend that you review the Considerations and Limits and Limitations for Enhanced Scheduling and Optimization.

Note Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings.

Automatically Transition All Service Territories to Enhanced Scheduling and Optimization

Easily upgrade all service territories to use Enhanced Scheduling and Optimization with a guided flow (recommended) comprising readiness checks and links to Salesforce Help. Discover what configuration updates are required for your Salesforce org, get workarounds for unsupported features, and review the differences in behavior when using the enhanced engine.

Manually Transition All or Selected Service Territories to Enhanced Scheduling and Optimization

Transition to Enhanced Scheduling and Optimization for all or selected territories. Configure your Salesforce org to transition smoothly to the enhanced engine.

1. To discover what configuration updates are required for your Salesforce org, get workarounds for unsupported features, and review the differences in behavior when using the enhanced engine, run the Readiness Check from the Field Service Admin app under Field Service Settings |Optimization | Activation. Don’t enable Enhanced Scheduling and Optimization from here because this enables the enhanced engine for all service territories.
2. To use the enhanced features, enable Enhanced Scheduling and Optimization and Field Service Integration in Setup under Field Service Settings.
3. Create or update the required permission sets in the Field Service admin app under Field Service Settings.
4. Check whether the Enhanced Scheduling and Optimization service is configured in Remote Sites Settings. This service is typically created automatically.
5. Check that point-to-point predictive routing is enabled in Field Service Settings | Scheduling | Routing. Enhanced Scheduling and Optimization uses point-to-point predictive routing regardless of the travel time calculation preferences set in the Routing section of Field Service Settings.
6. Configure Enhanced Scheduling and Optimization per territory. To enable Enhanced Scheduling and Optimization for a territory, select Use enhanced scheduling and optimization in the service territory record. If the checkbox isn’t available, add it to the Service Territory page layout. Review the limits and considerations that apply when you're using Enhanced Optimization per Territory.
   

   Note Use of the Enhanced Scheduling and Optimization services is controlled by the service territory. Some territories can be enabled to use Enhanced Scheduling and Optimization while others aren’t, based on your rollout strategy. You can select to enable all service territories to use Enhanced Scheduling and Optimization in Field Service Settings | Scheduling | General Logic.
7. Review the Considerations for Enhanced Scheduling and Optimization and Limits and Limitations for Enhanced Scheduling and Optimization that lists any differences in behavior with the old engine that require configuration, and limits to be aware of.
8. Determine whether you have custom batch processes that update data in service territories. If these bulk actions use different engines, split these processes into different datasets so that service territories from the same engine are processed together. All service appointment territories and service resource territories within the same optimization request must use the same optimization engine. A notification is shown when you’re running bulk operations such as global optimization with different territory optimization settings, because it can’t be determined which optimization engine to use. See Limitations for Enhanced Optimization per Territory.
9. Update the Field Service Integration permission set, assigned to the Platform Integration User, to have Read access for any custom fields that are referenced by the scheduling logic. Enhanced Scheduling and Optimization uses the Platform Integration User.
10. (Optional) Enhanced Scheduling and Optimization provides innovative features that were previously unavailable. Explore and apply these features to your solution as needed.
11. Fine-tune the scheduling policy.
12. After testing Enhanced Scheduling and Optimization in a test environment, enable Enhanced Scheduling and Optimization for one or two service territories in production and evaluate the results. Use the Optimization Hub to collect scheduling KPI data and get feedback from business users. After you’ve verified that the pilot tests are successful, enable more service territories and make adjustments where required.