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Create or Edit a Scheduling Policy in Workforce Scheduling
You can customize the default policies or create your own.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
- From Setup, in the Quick Find box, enter Workforce Scheduling and select Workforce Scheduling.
- Under Scheduling and Optimization, select Appointment Scheduling Logic, and then select Scheduling Policies.
- To create a policy, click New. To edit an existing policy, click on it to open it, or select Edit next to the policy. To clone an existing policy, select Clone next to the policy.
- Give your policy a name and description, and then click Next.
- Select work rules from the available list. Work rules define the constraints and requirements that the scheduling engine must follow. The available list depends on whether you’ve enabled Workforce Scheduling for field, on-site, or both. For field scheduling, the Earliest Start Permitted and Due Date work rules (Match Time work rule types), are required in every policy.
- If both field and on-site scheduling is enabled in your org, a policy can have shared rules that apply to both. For shared work rules, select the Scheduling Method as Field, On-site, or Both.
- Click Next.
- Select service objectives from the list. Service objectives define what the scheduling engine prioritizes when assigning work. The available list depends on whether you’ve enabled Workforce Scheduling for field, on-site, or both. The Scheduling Method shows whether the objective is for field or on-site.
- Enter the Weight for each selected objective. Higher weight tells the engine to prioritize that objective more, which influences grading.
- Save the policy.
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