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Prerequisites for Using Engagement Channel Types

Prerequisites for Using Engagement Channel Types

Salesforce Scheduler uses the Shift Engagement Channel junction object to relate engagement channel types to shifts and the Engagement Channel Work Type junction object to relate the engagement channel types to work types. Before you enable the Schedule Appointments Using Engagement Channels setting, complete these prerequisites.

Required Editions

Available in: Lightning Experience.
Available in: Enterprise and Unlimited Editions
  • Always enable shifts when you use engagement channel types.
  • To create engagement channel type records for Salesforce Scheduler, add the Active and Usage Type fields to the Engagement Channel Type page. For more information on how to add these fields, see Update Engagement Channel Type Page Layout for Salesforce Scheduler.
  • Create Engagement Channel Type records and relate the records to the Shift and Work Type records.
  • Add the Engagement Channel Type field in the General Information section of the Service Appointment and Appointment Invitation object page layouts.
  • Configure the related lists of the Engagement Channel Type, Shift, and Work Type objects by adding the corresponding junction objects:
    • For Engagement Channel Type, add the Shift Engagement Channels and Engagement Channel Work Types junction objects.
    • For Work Type, add the Engagement Channel Work Types junction object.
    • For Shift, add the Shift Engagement Channel junction object.

      For information on how to configure the related list, see Configure Related Lists for Salesforce Scheduler Object Page Layouts.

  • Create the Shift Engagement Channel and Engagement Channel Work Type records for the shifts that are applicable after you enable the Schedule Appointments Using Engagement Channels setting.

See Also