# Scheduling policies, work rules and service objectives

*Agentforce Field Service and Operations Consultant Study Guide · Managing Scheduling and Optimization · Last updated October 29, 2026 · https://www.certifyforce.com/study-guide/agentforce-field-service-consultant/managing-scheduling-and-optimization/scheduling-policies-work-rules-and-service-objectives*

Build or pick a scheduling policy: the four standard policies, the three mandatory work rules, which work rule enforces which requirement, database versus Apex rules and CPU timeouts, and weighted service objectives that rank rather than exclude candidates.

- Certification: Salesforce Agentforce Field Service and Operations Consultant
- Exam section: Managing Scheduling and Optimization
- Study guide: https://www.certifyforce.com/study-guide/agentforce-field-service-consultant

**Official exam objective:**

> Decide on the appropriate Schedule Policy to achieve the business requirements.

## What the exam expects

- Choose among the standard policies Customer First, High Intensity, Soft Boundaries and Emergency from a stated business priority.
- Name the work rules every policy must contain, and pick the work rule type that enforces a hard requirement.
- Reduce Apex CPU timeouts in Appointment Booking and Get Candidates with database rules, knowing which rules are database rules on each engine.
- Express a preference (skill proficiency, in-house before external, preferred technician, less travel) as a weighted service objective rather than a work rule.

Key terms:
- **Scheduling policy:** a set of work rules plus weighted service objectives that the scheduling engine follows.
- **Work rule:** a pass-or-fail filter that rejects service resources violating it.
- **Service objective:** a weighted goal that scores and ranks the candidates that passed every work rule.
- **Database rule:** a work rule applied in the SOQL query, so ineligible resources are never loaded.
- **Apex rule:** a work rule checked in a loop over the resources the query returned, which costs CPU time.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Mandatory work rules | Service Resource Availability, Earliest Start Permitted, Due Date Match Time | [Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US&type=5) |
| High Intensity | Productivity over customer preferences, e.g. a storm | [Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US&type=5) |
| Soft Boundaries | Customer First plus sharing employees between territories | [Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US&type=5) |
| Database rules on both engines | Maximum Travel From Home, Working Territories, Match Territory, Extended Match | [Work Rules](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules.htm&language=en_US&type=5) |
| Booking and Candidates | At least one database rule; filter to 20 candidates | [Work Rules](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules.htm&language=en_US&type=5) |
| Match Boolean per policy | Up to five | [Field Service Limits](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&language=en_US&type=5) |
| Work Capacity rule | Enhanced engine only | [Work Rules](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules.htm&language=en_US&type=5) |
| Objective scoring | Enhanced: penalties; legacy: rewards | [Service Objectives](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_service_objectives.htm&language=en_US&type=5) |
| Match Skill Level | Excludes resources below the required level | [Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5) |
| Drag and drop | Can violate work rules; automatic scheduling follows them | [Work Rules and Goals (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/field-service-lightning-scheduling-basics/examine-scheduling-policies) |

## Check yourself

- Why can a policy not simply add a sixth Match Boolean work rule?
- Why do database rules reduce CPU timeouts in Appointment Booking?
- Why can drag and drop schedule a technician who breaks a work rule?
- When is the Work Capacity work rule available?
- How does the enhanced engine score a schedule?

## Sources

- [Create and Manage Field Service Scheduling Policies](https://help.salesforce.com/s/articleView?id=service.pfs_scheduling.htm&language=en_US&type=5)
- [Create and Manage Field Service Work Rules](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules.htm&language=en_US&type=5)
- [Create and Manage Field Service Objectives](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_service_objectives.htm&language=en_US&type=5)
- [Work Rule Type: Match Skills](https://help.salesforce.com/s/articleView?id=sf.pfs_optimization_theory_work_rules_match_skills.htm&language=en_US&type=5)
- [Create and Configure Scheduling Work Rules and Goals (Trailhead)](https://trailhead.salesforce.com/content/learn/modules/field-service-lightning-scheduling-basics/examine-scheduling-policies)
- [Field Service Limits and Limitations](https://help.salesforce.com/s/articleView?id=service.fs_limits.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 7 linked practice questions, and unlimited timed mock exams are included with the Agentforce Field Service and Operations Consultant pack (USD $19): https://www.certifyforce.com/practice-exams