Getting Started with On-Call Scheduling

[Shivaji Varma]

These demo videos explain on-call scheduling capabilities that help your team manage coverage and respond to incidents or tasks.

On-Call Scheduling in Service Operations Workspace
This video provides an end-to-end overview of how on-call scheduling is managed within Service Operations Workspace, including how users interact with schedules and respond to incidents. Watch video

Create and edit shifts
Learn how to define on-call shifts, assign users, and make real-time updates to schedules to ensure proper coverage. Watch video

Create an escalation trigger and policy
Understand how escalation triggers work and how to configure policies to ensure alerts are routed correctly when primary responders are unavailable. Watch video

Create notification preference rule
This video explains how to configure notification preferences so that users receive alerts through the appropriate channels based on their availability. Watch video

Manage your work and schedule an absence
Learn how users can manage their assigned work, update availability, and schedule planned absences without disrupting coverage. Watch video

Dashboards and reports
Explore how to use dashboards and reports to gain insights into on-call coverage, performance, and operational trends. Watch video

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These videos cover core on-call scheduling capabilities and are applicable to recent platform releases. We welcome your feedback—please let us know which additional features or topics you would like to see covered in future videos.