How On-Site and Field Scheduling Coexist in Workforce Scheduling

Scheduling Objects

Workforce Scheduling records the appointment scheduling methods as different objects, with one scheduling object per method. In Agentforce Public Sector, Interactions represent on-site appointments and Visits represent field appointments. Every scheduling object links to an underlying Service Appointment record, which is what the scheduling engine uses to place, assign, and track work.

Work Type

The Work Type on a Service Appointment defines the type of work being performed (for example, annual maintenance, consultation, home inspection, or installation), the scheduling method that can be used (On-site, Field, or Both), and in turn the scheduling object that represents the work (Visit, Interaction, or Service Appointment). Work Types are templates that define how the appointment behaves, and the configuration elements shape how that work gets created, matched, and assigned by specifying the required skills, duration type, due date, and estimated duration. Every appointment is created according to a Work Type. When a constituent schedules a new appointment at a selected time slot, they first select the Scheduling Method based on the Work Type configuration (Field creates a Visit and Service Appointment object, On-site creates an Interaction and Service Appointment object). The engine reads the service appointment Work Type, applies the scheduling behavior for its associated scheduling method and scheduling object.

Service Appointment

A Service Appointment is a Salesforce record that represents work to be scheduled. Service Appointments are the records the scheduling engine uses to schedule, assign, and track work. The Service Appointment contains information such as the assigned worker, scheduled time, duration, status, and other details used during scheduling. Workforce Scheduling uses the information in the Service Appointment, together with configured scheduling logic, worker availability, skills, operating hours, and scheduling policies, to recommend available appointment slots, and, for field work, build optimized schedules, and automatically adjust schedules when needed.

Visit

A Visit is an Agentforce Public Sector object for field work — appointments that happen at the constituent’s location. When a licensing specialist or inspector conducts a home inspection to evaluate a prospective foster family’s home, that work is represented as a Visit. The scheduling platform uses it to help match an available field worker in the right service territory.

Interaction

An Interaction is an Agentforce Public Sector object for on-site work, appointments that happen at a branch location. For example, when a prospective foster family schedules an in-office licensing interview at a family services office, an Interaction record represents that appointment and links it to their account.

Work Order

For field scheduling, Workforce Scheduling also creates a Work Order alongside the Visit and Service Appointment. You can schedule Work Orders and Service Appointments directly for field maintenance work managed outside of the Visit flow.

Object relationships

Visits and Interactions are the primary scheduling objects users work with day to day. Each links to a Service Appointment record that the engine uses behind the scenes. For field scheduling (Visits), a Work Order is also created. Service Appointments can also be scheduled directly, for example, field maintenance work is managed with Work Orders and Service Appointments, without a Visit. Service Appointments are classified as either On-site or Field. When Workforce scheduling creates a Service Appointment in the background from a Visit or Interaction, it syncs the Scheduling Method automatically. When you create a service Appointment manually, assign the Scheduling Method so that Workforce Scheduling uses the correct appointment resource and availability.

What users see

Dispatchers and workers see Visit and Interaction on their Scheduling Console or mobile app — not the linked Service Appointment itself. For example, when a dispatcher schedules an in-office interview, they see the Interaction record and can track, reassign, or reschedule it. The linked Service Appointment stays in sync automatically.

Supporting Configurations

Workforce Scheduling works with the Salesforce objects your organization already uses. You use a single scheduling platform for both appointment types, sharing scheduling policies where appropriate while configuring different work rules for on-site and field scheduling as needed.

Scheduling configurations — including work types, service territories, operating hours, shifts, and scheduling policies — tell the engine how to schedule and assign work.

Service territories define where your service resources operate and where appointments can be scheduled. A territory can represent a geography, a line of business, or both. For example, a geographic territory can be a city, zip code, or address, while a line-of-business territory can be a service category such as HVAC. Service territories aren’t classified as on-site or field — the same territory can support on-site appointments, field visits, or both, depending on how you configure it as area coverage. For field scheduling, service territories help match workers to constituents within the appropriate service area. For on-site scheduling, service territories can represent a branch, office, or service area where appointments take place.

Operating Hours define when work can be performed by specifying availability for service territories and service resources. Time slots within Operating Hours are classified as either Onsite or Field, allowing Workforce Scheduling to use the appropriate availability for each appointment type. For on-site scheduling, Operating Hours associated with a service territory determine the time slots available at a branch or office. For field scheduling, Workforce Scheduling uses the operating hours associated with a worker’s service territory membership to determine resource availability.

Shifts define when individual workers are available to perform work. Each shift is classified as either Onsite or Field, so a worker is available only for the corresponding appointment type during that shift. For example, if a case worker is assigned to a Field shift, Workforce Scheduling schedules only field appointments for that case worker during that time.

Service resources represent the workers who are assigned to appointments and perform the work, whether on-site or in the field.

Scheduling policies define the work rules and service objectives that Workforce Scheduling uses when scheduling appointments. Work rules determine which resources are eligible for an appointment. Service objectives then prioritize the eligible resources based on the scheduling method. For field scheduling, service objectives use weighted goals to evaluate and rank candidate workers and appointment time slots. For on-site scheduling, the available service objective balances work across eligible resources.

A scheduling policy can be used for both on-site and field scheduling, although not every work rule or service objective applies to both. You can configure separate scheduling policies for on-site and field scheduling or use a single policy. The Scheduling Method defines whether shared rules apply to on-site, field, or both — giving you the flexibility to tailor your logic. Rules relevant to both field and on-site can be added to a policy twice, with different configurations for on-site and field execution. For example, a Family Services office can use one scheduling policy for all appointments. This policy can include a Match Skills work rule for both on-site and field work so workers always have the required skill qualifications. It can also apply a Required Resources rule only to field work, assigning appointments to workers already serving a constituent’s home.

Where Each Role Fits In

On-site and field scheduling methods share the same unified scheduling tools. Each Workforce Scheduling role interacts with the platform differently. Together, these roles support the entire scheduling process from configuration and scheduling through service delivery. For information on roles in Agentforce Public Sector, see Create Roles for Public Sector Solutions Users.

• Salesforce admins configure Workforce Scheduling. They work with work types, scheduling policies, operating hours, shifts, and service territories. Service Resources can support both on-site and field work and be managed in the same Service Territory. Administrators also configure worker skills, availability, and scheduling policies so the platform can match the right worker to the right appointment.
• Dispatchers and supervisors manage day-to-day scheduling operations through the Operations Console to schedule, assign, and monitor work (appointments, visits, and interactions) from a single interface.
• Field workers or inspectors use the Salesforce Field Service mobile app to manage work away from the office. Their assignments appear as Visits, Interactions, or Service Appointments. They update appointment status in real time and can view related records while in the field. For inspectors, the view can also include inspection form questions linked to regulatory codes.
• Greeters manage constituent arrivals at on-site locations. They check in constituents, direct them to the appropriate service, and help manage walk-ins and scheduled arrivals.
• Constituents use the self-service portal or guest scheduling experience to schedule appointments. When an appointment is scheduled, Workforce Scheduling uses the scheduling object defined by the Work Type, such as a Visit, Interaction, or Service Appointment. Dispatchers and workers then use that record to manage the appointment.