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Workforce Scheduling
Schedule and manage on-site and field appointments, visits, and interactions across your organization from a single scheduling solution. Also, automatically schedule and optimize field appointments.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions |
Workforce Scheduling brings appointment scheduling and resource management together in one solution. It integrates with Agentforce Public Sector, formerly Public Sector Solutions.
With Workforce Scheduling, your team can:
- Schedule and manage on-site and field appointments from one place.
- Schedule and manage appointments for objects such as interactions and visits.
- Match service resources to appointments based on skills, location, travel time, and availability.
- Offer customers self-scheduling through several channels, including online portals, mobile apps, and call centers.
- Give managers real-time visibility into team schedules, workloads, and appointment status.
Example
A constituent books a health center appointment online, or a supervisor staffs a board hearing at a government facility. In the field, an inspector travels to a constituent's home to carry out an inspection.
- Get Started with Workforce Scheduling
Learn the core concepts, data model, roles, editions, and limits that shape your Workforce Scheduling implementation. - Set Up Workforce Scheduling
Turn on Workforce Scheduling, configure how it schedules work, and build the business data that scheduling depends on. - Manage Appointments
Schedule, reschedule, unschedule, and manage on-site and field service appointments through the unified scheduling flow. - Manage Workforce Scheduling Visits
A Visit represents field work performed for a customer or constituent at their location or another external site. Create and manage Visits to schedule industry-specific field work, for example, child welfare wellness checks, housing inspections, and benefits eligibility verifications. - Manage Workforce Scheduling Interactions
An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings. - Optimize Your Schedule in Workforce Scheduling
Schedule optimization creates the best possible plan for your service resources by balancing service-level agreements according to your organization’s business needs, for example, travel time, overtime, and cost. Workforce Scheduling runs optimization across your entire schedule, on the current day of service, or for a single resource. Optimization is relevant to field work only. - Customize Workforce Scheduling
Customize scheduling flows, object labels, context definitions, and confirmation email templates.
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