Reduce dispatcher overhead and minimize service disruptions when mobile workers are unavailable. Mobile workers can now report absences for the current day directly with Agentforce via Slack or the Field Service mobile app. Agentforce then logs the absence on the Gantt and reassigns their appointments to available workers. For appointments that can’t be reassigned, Agentforce reaches out to the customers to find the next suitable time—keeping your field operations running smoothly.
Where: This feature is available in Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
How: In Setup, create two flows—one to create the resource absence and another to reschedule appointments. Define an agent topic and agent actions that reference your flows. Then, create and configure your agent to include the new topic and actions, enabling it to manage absences via Slack and the Field Service mobile app.