/field-service-work-rule-designer-configure

name: field-service-work-rule-designer-configure
description: "Designs the work rules for a Salesforce Field Service scheduling policy — the hard filters that determine which resources and time slots are eligible for an appointment. Step 2 of the three-part scheduling policy design flow; receives the policy block from sfs-scheduling-policy-designer and delegates to sfs-service-objective-designer when complete. Use this skill when a user wants to design or configure the work rules (hard eligibility filters) for a Field Service scheduling policy."
user-invocable: false
metadata:
  version: "1.0"
  domains: ["Field Service"]

Salesforce Field Service – Work Rule Designer

**Designs the work rules for a scheduling policy.** This skill collects the work rule configuration through a structured interview — one question at a time — and emits a `workRules[]` block as output. It does not create any Salesforce records. When complete, delegates to `sfs-service-objective-designer`.

**Interview phases:** Scheduling Policy → **Work Rules** (this skill) → Service Objectives → Record Creation

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Work Rules

**Work rules are hard filters.** They refine the candidate list for a service appointment by rejecting any service resource that violates a rule. They are always applied before service objectives, and objectives only ever score the resources that survive the rules. If a requirement is "must," it's a work rule; if it's "prefer," it's an objective.

The 16 work rule types

Each row: **name — engine (DB/Apex) — what it does.** "DB w/ ESO" means the rule runs at the database level *only when Enhanced Scheduling and Optimization is enabled*, and as Apex otherwise. Include at least one DB rule to narrow to ~20 candidates before Apex rules run.

| Work Rule | Engine | What it does | |---|---|---| | **Service Resource Availability** | Apex — **MANDATORY** | Ensures a resource is actually available: respects operating hours, travel, breaks, absences, and existing assignments. Also enforces capacity for capacity-based resources. Configurable breaks, gaps, overtime, and travel-to/from-home. | | **Match Time Rule** | Apex | Constrains the scheduling window from an appointment's date/time fields. Ships with standard rules **Earliest Start Permitted** and **Due Date** (both **mandatory**), plus Scheduled Start / Scheduled End (arrival-window based). | | **Match Skills** | Apex | Matches an appointment's skill requirements to a resource's assigned skills; can enforce skill level. Skill Type Logic is **All Skills Match (AND)** (default) or **At Least One Skill Matches (OR)** (OR requires ESO). | | **Match Fields** | DB w/ ESO | Matches one appointment field to one resource field (1:1). Use Extended Match instead when comparing one appointment field against multiple resource values. | | **Match Boolean** | DB w/ ESO | Requires a checkbox field on the resource to be true (or false). **Max 5 per policy.** Ships with standard "Active Resources." | | **Extended Match** | Database | Custom-criteria matching via a junction object linking an appointment field to a related list on the resource (e.g., serviceable postal codes, product lines). | | **Match Territory** | Database | Restricts to resources who are primary or relocation members of the appointment's service territory. | | **Working Territories** | Database | Enforces **primary and secondary** service territory memberships. | | **Maximum Travel from Home** | Database | Caps distance/travel time between a resource's home base and any assigned appointment. | | **Required Resources** | DB w/ ESO | Forces assignment to a resource marked **Required** (Resource Preference on the WO/WOLI). Very restrictive. | | **Excluded Resources** | DB w/ ESO | Prevents assigning a resource marked **Excluded** on the WO/WOLI. | | **Count Rule** | Apex | Caps assignments, hours, or a custom value per resource per day (e.g., ≤8 scheduled hours, ≤N items on a truck). Time Resolution is **Daily**. Up to 10 custom-field count rules per policy. | | **Work Capacity** | Apex — **ESO only** | Enforces per-territory Work Capacity Limit records (e.g., cap install work at 80% of territory capacity). | | **Service Appointment Visiting Hours** | Apex | Enforces customer operating hours / allowed visit windows (e.g., weekdays 8 AM–noon). All-or-nothing rule (no relevance groups). | | **TimeSlot Designated Work** | Apex | Reserves a time slot/shift for a specific work type — only that type schedules in that window. All-or-nothing rule (no relevance groups). | | **Service Crew Resources Availability** | Apex | Ensures a crew-type resource is only assigned when the crew meets the parent record's minimum crew size. |

Requirements mapping

Don't start from the rule list — start from **what the business needs**, then map each requirement to the rule(s) that satisfy it. Walk the user through this mapping:

| If the requirement is… | Use this work rule | |---|---| | Resources need specific skills / proficiency levels | **Match Skills**; **Extended Match** | | Non-skill matching factors (e.g., serviceable postal codes) | **Match Boolean**; **Match Skills**; **Extended Match** | | Breaks during the day / specific or multiple breaks | **Service Resource Availability** (+ work rule entries for multiple breaks, ESO) | | Can work go into overtime? Can resources travel outside working hours? | **Service Resource Availability** | | Max number / duration of appointments per resource per day | **Count Rule** | | A specific resource **must** be assigned | **Required Resources** | | A specific resource **must not** be assigned | **Excluded Resources** | | Customer has specific service-call time windows | **Service Appointment Visiting Hours** | | Ensure crew-type resources get scheduled | **Service Crew Resources Availability** | | Appointments have arrival windows / required arrival times | **Match Time Rule** | | Cap travel distance from home / control travel cost across large territories | **Ma