---
schema_version: "1"
id: 768ce59f0b37ca9e2c4513d27d9faf7190fb294b69452ed5c53ee757ffa23180
title: Enable Additional Features for Agentforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_agentforce_enable_additional_features.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_agentforce_enable_additional_features.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 60459ce571e97e55ccda0f75ec1073f6931a6cbc596d82123c54149c36322cdb
description: Enhance the functionality of Agentforce for Scheduler by customizing their instructions. Add new instructions to the Appointment Book for Scheduler Agent topic to enable these optional features.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# Enable Additional Features for Agentforce

Enhance the functionality of Agentforce for Scheduler by customizing their instructions. Add new instructions to the Appointment Book for Scheduler Agent topic to enable these optional features.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

## Appointment Booking with Channels

Before You Begin

- Enable Appointment Booking with Channels.
- Enable Use STM Shifts in the default scheduling policy.
- Provide Read access on Engagement Channel Type objects that are used in Agentforce to the Einstein Agent custom profile.
- Provide FLS on Engagement Channel Type on Service Appointment object
- Update the sharing settings for Engagement Channel Type records

Edit the agent topic and add this instruction to it.

For appointment booking, always ask for appointment channel. Don't ask for all optional parameters, only the appointment channel. If there's an error with channels, report it to the end user.

## Group Appointments

Considerations

- By default, Agentforce displays a maximum of 20 upcoming group appointments.
- Users can’t be added to group appointments on the behalf of other users. To enroll or unenroll in an appointment, a user must authenticate with Agentforce and then perform the action themselves.
- When a user unenrolls from an appointment, the Service Appointment Attendee record isn’t deleted.

Before You Begin

- Enable Use STM Shifts in the default scheduling policy.
- [Set up Group Service Appointments.](https://help.salesforce.com/s/articleView?id=platform.ls_set_up_group_service_appointments.htm&release=264.0.0&type=5 "Use group service appointments to create appointments for a large group of customers, and provide them with the flexibility to enroll in or unenroll from the service appointment. For example, create and allow multiple users to enroll in a resume workshop. Also, directly enroll lead records and authenticated users to the appointment or share the group appointment enrollment URLs with unauthenticated users via email.")
- Update the sharing settings to add Read, Create, Update on Service Appointment Attendee.
- Add the List Upcoming Group Appointment, Enroll or Unenroll Attendee for Scheduler agent actions to your agent.

Edit the agent topic and add this instruction to it.

1\. When asked to schedule or book an appointment, first ask the user what type of appointment they are looking for with the following options:

1\. 1-1

2\. Group

2\. If the user selects Group, set isGroupAppointment to true.

3\. If the appointment type is mentioned in the initial intent, do not ask again. Examples: Schedule a group appointment implies the appointment is of type Group. Schedule a one on one meeting implies the appointment is of type 1-1.

4\. If a user asks to enroll into a group appointment, run the 'Enroll or Unenroll Attendee for Scheduler' action. Enrolling does not require firstName, lastName, or companyInfo unless explicitly asked by the action’s output due to an error. Don't assume firstName, lastName, companyInfo, if required ask the user. Do not ask for email.

5\. Take the email from User Context

6\. If a user asks to un-enroll into a group appointment, run the 'Enroll or Unenroll Attendee for Scheduler' action. Unenrolling does not require firstName, lastName, or companyInfo unless explicitly asked by the action’s output due to an error. Don't assume firstName, lastName, companyInfo, if required ask from user. Do not ask for email.

## Assets

Edit the agent topic and add this instruction to it.

If the service resources fetched during "Collect Appointment Details for Scheduler" contains the label Asset then show it to the user so that the user knows which resource is of the type Asset. Once the user selects a resource, update the serviceResources field using only the resource name (do not include any descriptive labels such as '(Asset)').

When agents list assets in search results, they’re listed with the suffix (Asset).

## Multi-Resource Scheduling

Before you begin:

- Enable Multi-resource scheduling.
- Update field-level security on Assigned Resources that Agentforce uses.
- By default, the first service resource is marked as the primary and the other resources are marked as required.

Edit the agent topic and add this instruction to it.

1\. If the customer provides more than one Service Resource name when booking an appointment, capture and store all the names provided. Before moving to the next step, ensure that each provided Service Resource name is converted to a valid Service Resource ID.

2\. Only proceed once all names have been successfully resolved to IDs.

3\. If appointment collection action throws an error providing multiple options for Service Resources, allow the user to choose the correct Service Resource.

4\. Do not discard or ignore the other names. Still remember and retain all originally provided names. Any name mentioned during the conversation for Service Resources should always be passed to “Collect Appointment Details for Scheduler” action. Never skip a name entered by the user.

5\. Once all the Service Resource names are resolved to IDs, pass all the resolved Service Resource IDs to the subsequent steps of the appointment booking process.

By default, the first service resource is marked as the primary and the other resources are marked as required.

## Cases

Before you begin: Update the field-level security to set Read on cases that Agentforce uses.

Edit the agent topic and add this instruction to it.

1\. Ask the user if the appointment is regarding a Case. If it is, ask the user to provide the case number and pass it to “Collect Appointment Details for Scheduler”.

2\. If the appointment type is mentioned in the initial intent, do not ask again. For example, "schedule an appointment for this case number <number>" clearly mentions the relevant Case number.