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Fill Schedule Gaps in Field Service
Field Service provides many tools to fill gaps in a service resource’s schedule. One such tool is the Fill-In Schedule feature, which feature creates a list of appointments for a mobile worker and finds the optimal schedule.
Required Editions
| Available in: both Salesforce Classic (not available in all orgs) and Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
This is a Field Service managed package feature.
Note When you’re using Enhanced Scheduling and Optimization, the Fill-In Schedule feature isn’t
available. However, newer and more powerful features are available. These features include
Sliding, Resource Schedule Optimization (RSO), and In-Day Optimization. You can also Fill Gaps in a Service
Resource's Schedule with Agentforce.
Customize Fill-In Schedule Settings
- From the App Launcher, find and open the Field Service Admin app, and then click the Field Service Settings tab. Then, click Scheduling | Dynamic Gantt.
- Under Fill-In Schedule, configure the following settings.
| Setting | Description |
|---|---|
| Service Appointment Candidate Boolean field | Select any standard or custom checkbox field, including formula fields. This field must be selected (set to True) for an appointment to be a candidate in fill-in scheduling. |
| Work Order Candidate Boolean field | Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order, this field must be selected (set to True) for the appointment to be a candidate in fill-in scheduling. |
| Work Order Line Item Candidate Boolean field | Select any standard or custom checkbox field, including formula fields. If a service appointment’s parent record is a work order line item, this field must be selected (set to True) for the appointment to be a candidate in fill-in scheduling. |
| Order candidate appointments by |
|
| Max appointments to schedule | When searching for nearby appointments, the scheduling engine ends its search after finding this many candidate appointments. The maximum is 50 appointments. |
| Max runtime (seconds) | The scheduling engine spends this many seconds searching for nearby service appointments. The maximum is 60 seconds. The search ends after either the max runtime or max appointments to schedule be reached. |
Considerations
- Fill-In Schedule only schedules appointments for the given day, which is the first day shown on the Gantt.
- By default, the Is Fill In Candidate field on service appointments, work orders, and work
order line items is selected. This means that all service appointments are considered as
candidates when filling in a schedule.
You might want to limit which appointments are considered as candidates. For example, perhaps repair appointments require a phone booking before a mobile worker is sent to the site. To limit candidate appointments, try one of the following approaches.
- Using Process Builder or an Apex trigger, set the value of the Is Fill In Candidate field to False if specified criteria aren’t met.
- Create a checkbox formula field that evaluates whether a record is a candidate. Then, change the three settings that control which fields are evaluated when searching for candidates so that your custom field is considered instead of Is Fill In Candidate.
- If candidate appointments are sorted by distance, appointments without a geolocation are sorted last.
- Only unscheduled appointments or appointments that are scheduled on a future date are considered as candidates.
- When a service appointment is scheduled by Fill-In Schedule, the appointment’s Schedule Mode is set to Automatic.
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