---
schema_version: "1"
id: 3fbfe0e27388a24179bf22f3c7c7949220a51d6ed1ee7d0b6370423e76d7690c
title: How Salesforce Scheduler Tracks Appointments
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_how_ss_tracks_appt_after_lead_conversion.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_how_ss_tracks_appt_after_lead_conversion.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 213895bc9d5c5632a1479995a5d938b91733f14c19f1febcf6b987268a07fde2
description: When a lead is converted or when accounts are merged, Salesforce Scheduler updates the Parent Record field for associated service appointments. Salesforce Scheduler also updates the Related To field for associated Salesforce calendar events.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# How Salesforce Scheduler Tracks Appointments

When a lead is converted or when accounts are merged, Salesforce Scheduler updates the Parent Record field for associated service appointments. Salesforce Scheduler also updates the Related To field for associated Salesforce calendar events.

### 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>

Here are some things to keep in mind when you view updated service appointment records:

- Salesforce Scheduler doesn’t update the fields in service appointments and calendar events when a lead is converted to both an account and a person account.
- If Field Service or Health Cloud exists in the same instance with Salesforce Scheduler, Salesforce Scheduler doesn’t update the Parent Record field of the service appointments for the converted leads and merged accounts.
- Salesforce Scheduler only updates the fields in service appointments and calendar events for merged accounts when the merging accounts are accounts or person accounts.
- When you merge accounts, Salesforce Scheduler doesn’t show the frequently used service resources as suggestions that Scheduler showed for the individual accounts before you merged the accounts. The account preferences and operating hours of the individual accounts also don’t apply to the merged account.

Salesforce Scheduler updates the Parent Record field and the Related To field based on the account and whether the account is related to an opportunity.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.92753623188406%">
          <col style="width:18.84057971014493%">
          <col style="width:19.746376811594203%">
          <col style="width:18.115942028985504%">
          <col style="width:23.3695652173913%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" id="d18422e95">Scenario</th>
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d18422e98">Before conversion or merge</th>
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d18422e101">After conversion or merge</th>
          </tr>
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18422e107">Service Appointment Parent Record field</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18422e110">Scheduler Calendar Event Related To field</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18422e113">Service Appointment Parent Record field</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d18422e116">Scheduler Calendar Event Related To field</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e95 ">Lead converted to a person account without opportunity </td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e107 ">Lead record</td>

            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e110 ">Lead record</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e113 ">Person account record</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e116 ">Person account record</td>

          </tr>
          <tr class="">
            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e95 ">Lead converted to a person account with opportunity </td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e107 ">Lead record</td>

            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e110 ">Lead record</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e113 ">Opportunity record</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e116 ">Opportunity record</td>

          </tr>
          <tr class="">
            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e95 ">Lead converted to an account without opportunity</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e107 ">Lead record</td>

            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e110 ">Lead record</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e113 ">Account record</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e116 ">Account record</td>

          </tr>
          <tr class="">
            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e95 ">Lead converted to an account with opportunity </td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e107 ">Lead record</td>

            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e110 ">Lead record</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e113 ">Opportunity record</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e116 ">Opportunity record</td>

          </tr>
          <tr class="">
            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e95 ">Merged accounts or potential duplicate accounts</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e107 ">Individual account records</td>

            <td data-label="Service Appointment Parent Record field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e98 d18422e110 ">Individual account records</td>

            <td data-label="Scheduler Calendar Event Related To field" class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e113 ">Principal account record</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d18422e101 d18422e116 ">Principal account record</td>

          </tr>
        </tbody>
      </table>