fsl-scheduling-policies

Use this skill to create, configure, or tune Field Service Lightning scheduling policies — including work rules (pass/fail filters) and service objectives (weighted ranking criteria). Covers the four default policies, custom policy design, work rule type selection, and objective weighting strategy. NOT for configuring service territories, resource availability calendars, or the Salesforce Scheduler (Appointment Scheduling) product.

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Repositório: PranavNagrecha/AwesomeSalesforceSkills
Última atividade na origem: 28 de abril de 2026 às 20:54
Idioma detectado do SKILL.md: inglês
Estrelas: 11
Forks: 3

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name	fsl-scheduling-policies
description	Use this skill to create, configure, or tune Field Service Lightning scheduling policies — including work rules (pass/fail filters) and service objectives (weighted ranking criteria). Covers the four default policies, custom policy design, work rule type selection, and objective weighting strategy. NOT for configuring service territories, resource availability calendars, or the Salesforce Scheduler (Appointment Scheduling) product.
category	admin
salesforce-version	Spring '25+
well-architected-pillars	["Operational Excellence","Reliability","Performance"]
triggers	["field service scheduling ignores technician availability or working hours","create a custom scheduling policy for high-priority emergency work orders","how to configure work rules and service objectives in Field Service Lightning","technicians are being assigned to appointments outside their skills or certifications","optimize field service scheduling to minimize travel time between appointments","scheduling policy work rules and objectives not ranking candidates correctly","when should I use Customer First versus High Intensity scheduling policy"]
tags	["field-service","fsl","scheduling-policy","work-rules","service-objectives","optimization","scheduling"]
inputs	["Business scheduling priority (e.g., customer convenience, travel efficiency, emergency response)","List of required technician skills, certifications, or required-skill work types in use","Territory structure and whether territory boundaries must be strictly enforced","Workforce type: employee technicians, contractors, or crews with overtime constraints","Existing default policy in use (Customer First, High Intensity, Soft Boundaries, or Emergency)"]
outputs	["Configured FSL__Scheduling_Policy__c record with named work rules and objectives","Work rule records (FSL__Work_Rule__c) attached to the policy with correct types and parameters","Service objective records (FSL__Service_Objective__c) with calibrated percentage weights","Decision table mapping business scenario to recommended policy configuration","Validation checklist confirming Service Resource Availability work rule is present"]
dependencies	["fsl-service-territory-setup"]
version	1.0.0
author	Pranav Nagrecha
updated	"2026-04-28T00:00:00.000Z"

FSL Scheduling Policies

This skill activates when a practitioner needs to create, modify, or troubleshoot a Field Service Lightning scheduling policy — the configuration object that governs how the scheduling engine filters and ranks available service resources for appointment slots. It covers work rule design, service objective weighting, and the selection between Salesforce's four built-in default policies.

Before Starting

Gather this context before working on anything in this domain:

Confirm Field Service managed package is installed and Field Service is enabled in Setup > Field Service Settings. The FSL__Scheduling_Policy__c, FSL__Work_Rule__c, and FSL__Service_Objective__c objects must be accessible.
Identify whether the org is using the Salesforce optimizer (bulk scheduling) or dispatcher-driven manual scheduling, or both. Policy behavior is the same in both cases, but the consequences of misconfiguration are more visible in bulk optimization runs.
Determine the primary business priority: customer appointment windows, minimizing travel cost, emergency SLA compliance, or contractor overtime control. This drives which default policy to start from and which objectives to weight most heavily.
Know the complete set of required skills and certifications defined in the org, because Match Skills and Match Required Skills work rules depend on this data being populated on resource records.
Note that every custom policy MUST include a Service Resource Availability work rule. Without it, the scheduling engine completely ignores resource working hours and absences during candidate evaluation.

Core Concepts

FSL__Scheduling_Policy__c and Its Two Child Object Types

FSL__Scheduling_Policy__c is the top-level scheduling policy object. It acts as a container for two categories of child configuration records:

Work Rules (FSL__Work_Rule__c) — hard pass/fail filters. A candidate time slot is eliminated from consideration if it violates any active work rule. Work rules are binary: the slot either passes or it does not. There is no partial credit.
Service Objectives (FSL__Service_Objective__c) — weighted ranking criteria. After work rules eliminate ineligible slots, service objectives score the remaining candidates. Each objective has a percentage weight set via a slider. Weights across all objectives in a policy should sum to 100%.

A slot must pass all work rules before it is ever scored by service objectives. The two layers are sequential, not simultaneous.

Work Rule Types

FSL includes 15+ built-in work rule types. The most frequently used types are:

Work Rule Type	What It Filters
Service Resource Availability	Eliminates slots that fall outside the resource's working hours or during recorded absences. Required in every custom policy.
Match Skills	Eliminates resources who do not have the skills listed on the work order or work type
Match Required Skills	Like Match Skills but only enforces skills explicitly flagged as required
Match Territory	Eliminates resources who are not members of the service appointment's territory
Hard Boundary	Eliminates resources whose Primary or Relocation territory does not match the appointment territory
Match Boolean	Eliminates resources where a boolean field on the resource does not match a field on the appointment
Match Crews	Eliminates crew members who are not part of the assigned crew
Maximum Appointments	Eliminates resources who already have the configured maximum number of appointments for the day
Match Time Slot	Eliminates slots that fall outside the customer's preferred time windows
Match Job Family	Eliminates resources whose job family does not match the appointment
Exclude Weekends	Eliminates slots that fall on Saturday or Sunday

Objective	Scoring behavior
ASAP	Scores earlier start times higher. Prioritizes the soonest available appointment.
Minimize Travel	Scores lower travel distances and times higher. Reduces fleet cost.
Minimize Overtime	Penalizes slots that push a resource into overtime hours.
Preferred Resource	Scores resources marked as preferred on the service appointment higher.
Skill Level	Scores resources with a higher skill proficiency rating higher.
Minimize Unscheduled	Used during bulk optimization; rewards assignments that reduce the total unscheduled appointment count.

Policy	Primary Use Case	Key Characteristics
Customer First	Maximizing customer satisfaction and preferred windows	Weights customer time windows and preferred resource; lighter travel optimization
High Intensity	Maximizing appointment volume per technician per day	Weights ASAP and minimizes idle time; accepts longer travel for density
Soft Boundaries	Allowing cross-territory assignments without strict enforcement	No Hard Boundary work rule; technicians can be scheduled across territories
Emergency	Urgent, high-priority appointments requiring immediate dispatch	Weights ASAP heavily; lighter filtering to maximize candidate count

Situation	Recommended Approach	Reason
New org with no custom policy needs	Start with Customer First default	Balanced settings; good starting point before calibrating
Org needs strict territory enforcement	Add Hard Boundary work rule to custom policy	Hard Boundary enforces Primary/Relocation only; blocks cross-territory leakage
Technicians have certifications for work types	Add Match Skills or Match Required Skills work rule	Prevents unqualified dispatch; critical for safety-regulated industries
Custom policy is ignoring resource absences	Verify Service Resource Availability work rule is present	Without it, absences and off-hours are invisible to the scheduler
Emergency appointments need fastest response	Use or duplicate Emergency policy; remove territory boundary rules	Maximize candidate pool; weight ASAP at 100%
Business priority is cost reduction	Weight Minimize Travel and Minimize Overtime heavily	Directly reduces mileage reimbursement and overtime payroll costs
Technicians are being over-dispatched daily	Add Maximum Appointments work rule with daily cap	Prevents burnout and SLA degradation from over-scheduling
Appointments need customer preferred windows	Add Match Time Slot work rule; weight ASAP lower	Respect customer-preferred windows before optimizing for schedule density
Soft cross-territory coverage needed	Use Soft Boundaries policy or remove Hard Boundary rule	Allows technicians near a territory border to pick up adjacent appointments

Artifact	Description
FSL__Scheduling_Policy__c record	Named scheduling policy containing the full work rule and objective configuration
FSL__Work_Rule__c records	Individual work rule records attached to the policy, each with a specific type and parameters
FSL__Service_Objective__c records	Objective records with calibrated percentage weights reflecting the org's scheduling priority
Policy assignment configuration	Territory-level default policy assignments or automation logic routing appointments to the correct policy
Validation checklist	Completed checklist confirming mandatory work rules, weight totals, and no default policy modification

fsl-scheduling-policies

Opções de instalação

Revise os arquivos de origem

FSL Scheduling Policies

Before Starting

Core Concepts

FSL__Scheduling_Policy__c and Its Two Child Object Types

Work Rule Types

FSL Scheduling Policies

Before Starting

Core Concepts

FSL__Scheduling_Policy__c and Its Two Child Object Types

Work Rule Types

Service Objectives

The Four Default Policies

Common Patterns

Pattern: Custom Policy with Territory Enforcement and Skill Matching

Pattern: Emergency Policy for SLA-Bound Urgent Appointments

Decision Guidance

Recommended Workflow

Review Checklist

Salesforce-Specific Gotchas

Output Artifacts

Related Skills

fsl-scheduling-policies

Informações da origem

Opções de instalação

Revise os arquivos de origem

Mais deste repositório

Mais deste repositório

FSL Scheduling Policies

Before Starting

Core Concepts

FSL__Scheduling_Policy__c and Its Two Child Object Types

Work Rule Types

FSL Scheduling Policies

Before Starting

Core Concepts

FSL__Scheduling_Policy__c and Its Two Child Object Types

Work Rule Types

Service Objectives

The Four Default Policies

Common Patterns

Pattern: Custom Policy with Territory Enforcement and Skill Matching

Pattern: Emergency Policy for SLA-Bound Urgent Appointments

Decision Guidance

Recommended Workflow

Review Checklist

Salesforce-Specific Gotchas

Output Artifacts

Related Skills