Here are some things to keep in mind when a service resource decides to attend drop-in appointments.
Required Editions
| Available in: Lightning Experience. |
| Available in: Enterprise and Unlimited Editions |
- Salesforce Scheduler notifies all service resources enrolled in a waitlist to accept the drop-in appointment for the participant who’s at the top of the waitlist.
- When a service resource accepts a drop-in appointment request for a participant, the other resources get a notification to select the next participant in the waitlist. The service resource can refresh drop-in appointments to see new appointment requests.
- If the greeter deactivates a waitlist with participants still in the waitlist, Salesforce Scheduler keeps sending notifications to the enrolled service resources to attend to these participants.
- When a service resource accepts a drop-in appointment, Salesforce Scheduler blocks their
time based on the estimated duration of the related work type. If the service resource
completes the drop-in appointment earlier than the scheduled end time, Salesforce Scheduler
unblocks their time. The service resource can then be booked for the next available time slot
or accept another drop-in appointment.
For example, John is a retail banker who’s working at the 1 Market St. branch. He doesn’t have any scheduled appointments for the day and wants to help the drop-in customers. At 11:00 AM John accepts a drop-in appointment request of a participant who wants to talk about issuing a new checkbook. The estimated duration for the appointment is 40 minutes. However, John completes the appointment within 20 minutes. Sarah, a customer who regularly interacts with John for her banking needs, wants to schedule an appointment with him on the same day. Because John completed the drop-in appointment earlier, Salesforce Scheduler shows the time slots that are available after 11:20 AM to Sarah when she tries to book an appointment.
- If the Skill and Skill Level Matching setting is enabled for Drop In Appointments,
Salesforce Scheduler notifies the enrolled service resources who match the required skill and
is available to accept drop-in appointments regardless of the sequence of a participant in the
waitlist.
For example, John and Jane are two retail bankers working at the 1 Market St. branch. John specializes in Mergers whereas Jane specializes in notary services. Bruce and Tim are customers who drop in to the branch. Bruce wants to discuss his proposed merger and Tim wants to get some documents notarized. The greeter adds Bruce and Tim to the waitlist that has both John and Jane enrolled. Bruce is the second participant in the waitlist and Tim has the first spot. Because Jane is busy with another customer and John doesn’t have the skills to serve Tim, Salesforce Scheduler notifies John to accept Bruce’s appointment even though Tim is at the top of the list.