Managing Scheduling and Optimization28% of the exam
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.
Decide on the appropriate Schedule Policy to achieve the business requirements.
~7 min read · 7 practice questions ·
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
Mandatory work rules
- Detail
- Service Resource Availability, Earliest Start Permitted, Due Date Match Time
High Intensity
- Detail
- Productivity over customer preferences, e.g. a storm
Soft Boundaries
- Detail
- Customer First plus sharing employees between territories
Database rules on both engines
- Detail
- Maximum Travel From Home, Working Territories, Match Territory, Extended Match
Booking and Candidates
- Detail
- At least one database rule; filter to 20 candidates
Match Boolean per policy
- Detail
- Up to five
Work Capacity rule
- Detail
- Enhanced engine only
Objective scoring
- Detail
- Enhanced: penalties; legacy: rewards
Match Skill Level
- Detail
- Excludes resources below the required level
Drag and drop
- Detail
- Can violate work rules; automatic scheduling follows them
Sources for this section (6)
- Scheduling Policieshelp.salesforce.com (opens in a new tab)
- Work Ruleshelp.salesforce.com (opens in a new tab)
- Field Service Limitshelp.salesforce.com (opens in a new tab)
- Service Objectiveshelp.salesforce.com (opens in a new tab)
- Match Skillshelp.salesforce.com (opens in a new tab)
- Work Rules and Goals (Trailhead)trailhead.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Field Service and Operations Consultant pack
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