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Agentforce Field Service and Operations
Use Cases for Field Service Multiday Work Optimization

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Use Cases for Field Service Multiday Work Optimization

Optimizing multi-day work alongside regular appointments has a direct impact on the KPIs that matter to asset-heavy field service organizations: fewer visits per asset, higher resource utilization, lower travel and mobilization cost, and schedules dispatchers trust without manual cleanup. During global and in-day optimization, the engine can schedule, move, or drop multiday work in order to improve the schedule quality. By dynamically adjusting multiday work alongside shorter appointments, the engine closes schedule gaps and reduces disruptions.

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.

Package icon This is a Field Service managed package feature.

Multiday work optimization is available with Enhanced Scheduling and Optimization.

Review the use cases to learn how schedule changes occur during multiday work optimization runs for a scenario with several assets, multiple service resources, and a mix of multiday maintenance appointments and shorter repair appointments across the week.

Example 1: Group Same-Site Work Onto One Resource

When work includes both multiday planned maintenance work and short repair jobs for various assets, the goal is to ensure that each service resource finishes work on one asset before moving to the next. Optimization tries to group all appointments on a specific asset and schedule them consecutively to the same resource.

Example 2: Fit a New Appointment Into an Existing Site Cluster

When work includes both multiday planned maintenance work and short repair jobs for various assets, the goal is to ensure that each service resource finishes work on one asset before moving to the next. Optimization tries to group all appointments on a specific asset and schedule them consecutively to the same resource.

Example 3: Make Room for High-Priority Work

When a high-priority emergency appointment arrives midweek with every resource fully booked, dispatchers shouldn't have to manually rework the schedule to fit it in. Optimization can drop low priority multiday appointments if needed to fit the emergency.

Considerations

  • Multiday work optimization requires Enhanced Scheduling and Optimization.
  • Multiday work optimization applies to global and in-day optimization. It doesn't apply to Appointment Booking, Get Candidates, Book Appointments, drag-and-drop, manual rescheduling, or Auto-Dispatch.
  • Multiday work optimization in Resource Schedule Optimization (RSO) depends on the horizon optimized. Since in most cases, RSO is triggered on a short time period (for example, 2-3 days), multiday appointments have a limited timeframe to be optimized in.
  • All existing multiday scheduling rules and considerations still apply. For example, a multiday service appointment can't span more than eight calendar weeks, and multiday service appointments can't be combined with complex work dependencies.

See Also

 
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