Objective

Choose one useful starting workflow for your team, based on the outcome you need first.

Environment

  • An administrator can confirm which WFM areas and setup are available in your workspace.
  • The planner or manager who will run the pilot has access to the Forecasts or Scheduling area for the workflow you choose.
  • You know whether your first workflow will use synchronized Zendesk history, prepared forecast data, or an existing schedule.

If you still need to collect prerequisites, start with the data and access checklist.

Resolution

  1. Name the first outcome. Choose the question you need WFM to answer: how much support demand to expect, how to staff a period, or how to review a schedule already in use.
  2. For demand planning, start with a forecast. Use synchronized history or upload prepared data. Review volume and coverage before scheduling; see How Forecasts Become Schedules.
  3. For a staffing plan, start with a schedule. Use a completed forecast for demand-based coverage, or build manually when you know the coverage needed. Review validations before publishing. See How To Review An Existing Schedule.
  4. If a schedule already exists, begin with review. Check the relevant schedule period and shifts or activities, then decide whether your next workflow should be schedule changes, requests, or live operations.
  5. If agent self-service is the first goal, prepare the schedule first. Share how to view a schedule in My Schedule once it is ready.
    Note: Before agents use My Schedule

    Each agent needs a linked workforce profile and a published schedule for the dates they want to view.

  6. Keep the pilot small. Start with one representative team and planning period. Record what worked and what setup or access needs attention before expanding the workflow to more teams.