How Workforce Scheduling Uses Context Service

When a user schedules a service appointment or an interaction, the scheduling flow uses a standard context definition to gather the required data, such as work type, location, and scheduled times, from the relevant Salesforce objects.

A context definition describes a logical data model — a structure of nodes and attributes. Each context definition contains mappings that tell Context Service where to fetch that data and where to write it back. Standard context definitions provide preconfigured mappings between context attributes and Salesforce object fields. Each mapping is designed for a specific scheduling scenario, so the correct data is collected and passed to the scheduling flow automatically.

You can’t edit or delete a standard context definition. However, you can extend or clone a standard definition to create a customized version for your use cases. When you extend a standard definition, update the context definition in Object Mapping for Unified Scheduling in Salesforce Go.

To access context definitions in your org, from Setup, in the Quick Find box, enter Context Definitions, and then select Context Definitions. Standard definitions are listed on the Standard Definitions tab.