• Shift segments are created for all the technicians for the current dispatch horizon. The shift segments are based on the shift data in Service Board.

• Schedule Optimization schedules work orders as per the available shift segments for technicians.

• Shift segments are created dynamically every time a Batch Optimization job is run. The previous data is erased and the fresh data is taken into consideration for scheduling.

• Technician routes are created in such a way that the shift segments and shift exceptions for the technicians are honored. For example, if a technician has a shift segment of type Break from 4.00 - 4.30 PM, no work orders are scheduled at that time.

• You must map the shift plans/shifts for technicians in Service Board manually. The Technicians' Working hours record in SFDC is not automatically mapped to Service Board shift plans.

• If an Optimized Batch dispatch process is configured with both Batch and LTP runs, only the Batch job run considers shifts data from Service Board. The LTP job run considers technician working hours in SFDC.

• The LTP job does not support shift data information from Service Board.

• The shift segment types ON CALL and ON are not supported. The following shift segment types are supported:

◦ Work

◦ Off

◦ Break

• Only the shift exception type OFF is supported.

• If you enable this configuration, ensure that all the dispatch processes in the org are mapped with the shift information. Otherwise, the jobs for the dispatch process that do not have shifts defined will fail.

• If any technicians in the territory are not mapped to shift information, those technicians are not considered for scheduling by Schedule Optimization.