Free up dispatchers to work on more complex tasks by getting Agentforce to reach out to customers to rebook appointments, or schedule maintenance appointments. The Field Service Customer Outreach Scheduling agent now also sends interactive reminders to customers about their upcoming appointments, reducing no-shows to save mobile workers time. You can also set up the agent to ask customers for confirmation to promote resource utilization, and handle cancellations to increase customer retention.
Where: This feature is available in Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
When: The Field Service Customer Outreach Scheduling agent is available in the new Agentforce Builder starting September 7, 2026.
How: From the gear menu, select Salesforce Go. In the Agentforce for Field Service setup, create a Customer Outreach agent. For sending appointment reminders, complete the setup manually.