Set Up Work Type Groups and Work Types

Configure Work Type Groups

Work type groups are appointment topics that service resources like Ryan are specialized in handling. For example, wealth management, financial advisory service, and client servicing.

Before Matt creates work type groups, he creates appointment subtopics that he’ll later use to create work type groups.

1. In Setup, click the Object Manager tab.
2. Select Work Type Group.
3. Select Fields & Relationships, and then select Additional Information.
4. In the Additional Information Picklist Values section, click New.
5. Enter these values. Each value should be on its own line.
   • Private Banking
   • Retirement Planning
   • General Investing
6. Click Save.

Create Work Type Groups

Matt now creates the work type groups (appointment topics).

1. Click to open the App Launcher.
2. Find and select Work Type Groups.
3. Click New.
4. For the Work Type Group Name, enter Wealth Management.
5. Set group type to Default.
6. Select Active.
7. In the Additional Information section, move these values to the Chosen list.
   • Private Banking
   • General Investing
8. Click Save.

Configure Work Types

Work types are appointment templates or planning aids that help organize and standardize the working day and appointment times of advisors like Ryan. They help determine things like the estimated duration of an appointment, and whether time before and after the appointment must be blocked for pre- and post-work.

Create Appointment Types

To help Fola’s team use work types effectively, Matt first defines the appointment types that Fola’s team will use, such as Phone, At a Branch, and Video.

1. In Setup, click the Object Manager tab.
2. Select Work Type.
3. Select Fields & Relationships, then Default Appointment Type.
4. In the Default Appointment Type Picklist Values section, click New.
5. Enter these values. Each value should be on its own line.
   • Phone
   • At a Branch
   • Video
6. Click Save. Three records appear in the Default Appointment Type Picklist Values section.
7. For each value in the Default Appointment Type Picklist Values section, click Edit to open the Default Appointment Type page, enter the corresponding API name listed in the following table, and then click Save.

Why have these specific API names? The API name of the appointment type determines the utility icon assigned to the appointment type. Icons provide visual context and improve usability. The list of supported utility icons is documented here: Icons - Lightning Design System. 

Create Work Types

Fola’s now ready to create the work types (appointment templates) for her branch.

Before creating them, she reviews the requirements of customer appointments.

• Each appointment takes around 30 minutes to complete.
• Wealth managers need 15 minutes to go through customers’ records to prepare for the meeting, and then 5 minutes after the meeting to capture notes.
• The appointment must be set at least a day in advance for better planning and management.
• When people book appointments too far away into the future, they tend to cancel appointments. So she doesn’t want to allow booking appointments that are more than a week away.

With the requirements in mind, here’s how Fola creates work types.

1. Click to open the App Launcher, find and select Work Types.
2. Click New.
3. Enter these values.
   • Work Type Name: Wealth Management (USA ET)
   • Operating Hours: USA ET 
   • Estimated Duration: 30
   • Duration Type: Minutes
   • Block Time Before Appointment: 15
   • Block Time Before Unit: Minutes(s)
   • Block Time After Appointment: 5
   • Block Time After Unit: Minutes(s)
   • Timeframe Start: 1
   • Time Frame Start Unit: Day(s)
   • Timeframe End: 7
   • Time Frame End Unit: Day(s)
4. Click Save.

If you want Salesforce Scheduler to consider a work type as always available, don't specify operating hours.

With appointment templates in place, Matt must now associate them with skills, service territories, and work type groups.

Assign Skills to Work Types

Matt and Fola want to make sure that appointments are assigned to service resources with the right skills. For example, wealth management appointments automatically go to financial advisors like Ryan.

So Fola assigns the Wealth Manager skill to the Wealth Management work type.

1. Click  to open the App Launcher.
2. Find and select Work Types.
3. Click the Wealth Management (USA ET) work type.
4. From the Related tab, in the Skill Requirements related list, click New.
5. For Skill Required, select Wealth Manager.
6. Enter 75 in the Skill Level field.
7. Click Save.

Assign Work Types to Service Territories

Fola maps the Wealth Management work type to the bank’s headquarters, which is one of the service territories that provides wealth management services.

1. Click  to open the App Launcher.
2. Find and select Work Types.
3. Click the Wealth Management (USA ET) work type.
4. From the Related tab on Work Types, click New on the Service Territory Work Types related list.
5. Select Headquarters as the Service Territory, and then select Wealth Management (USA ET) as the Work Type.
6. Click Save.

Assign Work Types to Work Type Groups

Finally, Fola maps the Wealth Management (USA ET) work type to the Wealth Management work type group.

1. Click  to open the App Launcher.
2. Find and select Work Types.
3. Click the Wealth Management (USA ET) work type.
4. Click New on the Work Type Group Members related list.
5. For Work Type Group, select Wealth Management.
6. For Work Type, select Wealth Management (US ET).
7. Click Save.

Having set up work type groups, appointment types, and work types, Matt completed the setup that’s necessary to create appointments. In the next unit, we’ll follow along as Matt provides access to Fola to set up appointments and see how Fola manages appointments.

Resources

• Salesforce Help: Set Up Work Type Groups and Work Types in Salesforce Scheduler
• Salesforce Help: Assign Service Territories to Work Types in Salesforce Scheduler
• Salesforce Help: Assign Work Types to Work Type Groups in Salesforce Scheduler