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Enable Automatic Resource Assignment and Anonymous Scheduling

You can enable automatic service resource assignment to let users schedule appointments without selecting service resources. Customers or guest users don’t always know the names of service resources. And sometimes they don’t care about which resource they’re assigned. After you enable automatic resource assignment, service resources are automatically assigned based on the time slots users select. Also, you can hide the assigned resources’ names on the appointment summary page to protect their privacy.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions

In anonymous scheduling, Salesforce Scheduler shows the list of aggregated time slots for the service resources who are available for the selected work type group, engagement channel (optional), and service territory. After you select a time slot, Salesforce Scheduler randomly assigns a service resource from the resources available for the time slot. If you want to optimize resource utilization, enable the Appointment Distribution setting.

Note
Note The random selection of a service resource applies only to the Lightning console. For APIs, Salesforce Scheduler returns a set of service resources available for each time slot.
Example
Example Bruce, a customer, wants to meet a retail banker for wealth management queries at the 1 Market St. branch between 2 PM and 5 PM. Three retail bankers—John, Sara, and Jane—are available during this time. John is available for the 1 PM to 2 PM and 2 PM to 3 PM slots. Sara is available for the 2 PM to 3 PM, 3 PM to 4 PM, and 4 PM to 5 PM slots. And Jane is available for the 3 PM to 4 PM and 4 PM to 5 PM slots. In the time slot screen, Bruce sees a consolidated view of the available time slots: 1 PM to 2 PM, 2 PM to 3 PM, 3 PM to 4 PM, and 4 PM to 5 PM. If Bruce selects the 3 PM to 4 PM time slot, Salesforce Scheduler randomly assigns one of the three available retail bankers to the appointment.
  • Grant Users Edit Access to the Anonymous Booking Field
    Before you enable automatic service resource assignment, give users edit access to the Anonymous Booking field on the Service Appointment object.
  • Enable Automatic Service Resource Assignment
    When automatic service resource assignment is enabled, your customers or guest users can schedule appointments without selecting a service resource. Based on the selected time slot, an appropriate service resource is automatically assigned to the appointment. You can also configure your flows to give users the option to manually select a service resource or have one assigned automatically.
  • Enable Anonymous Resource Scheduling
    When anonymous scheduling is enabled, users don’t get to choose service resources during the scheduling process. Also, assigned resources’ names aren’t shown on the appointment summary page. Hiding service resource names from users protects their privacy. It also gives you the flexibility to assign different resources to appointments if the resources initially assigned become unavailable.