Create and Manage Scheduling Policies in Workforce Scheduling

Available in: Lightning Experience

Available in: Enterprise and Unlimited Editions

User Permissions Needed
To create, edit, or clone scheduling policies:	Workforce Scheduling Admin

A scheduling policy answers two questions each time Workforce Scheduling looks for a resource:

• Which resources and time slots are eligible? Work rules help you refine the list of candidates for a service appointment. You use work rules to set specific criteria and filter out service resources that don’t meet your needs. Work rules disqualify resources that don’t meet the appointment’s requirements, for example resources without the required skill or outside the appointment’s territory.
• Which eligible resource and time slot is the best fit? Service objectives grade the remaining candidates against your business priorities, such as minimizing travel or scheduling as soon as possible. You control which objectives matter most by assigning weights.

Learn how to create, select, and fine-tune the scheduling policies for your organization.

• Default Scheduling Policies in Workforce Scheduling
  Workforce Scheduling includes scheduling policies available by default that cover common scenarios. For field only scheduling, this includes reducing cost by minimizing travel and overtime, scheduling appointments as soon as possible, scheduling to preferred resources, and balancing scheduling so that results are sufficient across all competing preferences. For on-site only scheduling, this includes workload balancing. If you have both field and on-site scheduling enabled, all these default policies are available.
• Guidelines for Creating a Workforce Scheduling Policy
  A well-designed scheduling policy delivers appointments to the right resources. Use these guidelines when you create a new field scheduling policy or before you copy a default policy for tuning.
• Create or Edit a Scheduling Policy in Workforce Scheduling
  You can customize the default policies or create your own.
• Select the Default Scheduling Policy in Workforce Scheduling
  Set the org-wide default scheduling policy that Workforce Scheduling uses when scheduling appointments. When field, or both field and on-site scheduling is enabled, Cost Optimized is the default policy.
• Fine-Tune a Workforce Scheduling Policy
  In scheduling policies, you set weights to service objectives. These weights represent the importance of each objective when the engine generates an optimal schedule. You can fine-tune the weights through an iterative tuning process to set weight values in your scheduling policy that closely align with your business KPIs.