--- schema_version: "1" id: d7b161964d452c53deec0afbfc90f534989b1a141368158ded1c4d7a345fcff7 title: Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_considerations_studio.md canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_considerations_studio.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: c317d17d69b36c7ee71d67aab9ea1688a451780454e57eb604748f08c002e34f description: Before you set up your agents, review these considerations and limitations. products: - Field Service release: "264" --- # Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder Before you set up your agents, review these considerations and limitations. ### Required Editions
Available in: Lightning Experience
Available 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.
## Customer Considerations and Limitations - **Data privacy:** The agents can’t modify customer and contact data. - **Past appointments:** Customers can’t reschedule or cancel appointments for dates that are in the past. - **Dispatched appointments:** Customers can’t cancel or reschedule appointments that are in the Dispatched status. - **Number of requests:** Customers can make one request at a time. For example, a customer can’t ask to cancel all appointments for today in a single request, but they can ask to cancel one at a time within the same conversation. - **No response:** After sending the initial outreach message, if the customer doesn’t respond, we wait before sending it again: - When rebooking a scheduled appointment, the message is sent again 2 hours after the initial message. - When booking an appointment for Asset Maintenance, the message is sent again after 80% of the time has passed between the due date and the initial message. In both cases, after the customer gets the message for the second time, if they still don’t respond, we wait for an additional 2 hours before escalating the conversation. - If a customer receives an outreach message and asks to send it again later, Agentforce can’t provide this service. - **Guest users:** The guest user functionality is affected by the org’s [Standard Contact Matching Rule](https://help.salesforce.com/s/articleView?id=sales.matching_rules_standard_contact_rule.htm&type=5&language=en_US), which prevents creating two contact records with the same first name and last name. If you want to allow this behavior, modify the rule. See [Standard Contact Duplicate Rule](https://help.salesforce.com/s/articleView?id=sales.duplicate_rules_standard_contact_rule.htm&type=5&language=en_US). ## Agent Considerations and Limitations Before you begin, review the [considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_considerations.htm&type=5&language=en_US). - **Agent user:** Service appointments created by Agentforce are marked as Created By and Last Modified By the agent user selected when [creating the agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&type=5&language=en_US). - **Email:** Email isn’t supported for Autonomous Scheduling agent conversations. - **Messaging channels:** - Scheduling agents for inbound conversations can connect to any of the messaging channels that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US). - Scheduling agents for outbound conversations can connect to any of the messaging channels that [Agentforce Service agents support](https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&type=5&language=en_US) except for the standard and enhanced Facebook Messenger channel. The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in [Configure Autonomous Scheduling](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow."). - **Time:** If the appointment doesn’t contain an arrival window, the scheduled start time is used instead, and the time displayed is rounded up or down to the closest half hour. ## Field Service Setup Considerations and Limitations Review these considerations and make changes as needed. - **Address validation:** For the address to be considered valid, the contact must have a Mailing City and a Mailing Street. If one of them isn’t valid, the conversation is escalated to a representative. - **Created service appointment:** When getting slots for appointments, the getSlots API requires a service appointment with a parent work order. During the scheduling process, the agent creates a temporary service appointment and its parent work order. After getting the slots, the temporary appointment is automatically deleted. See [AppointmentBookingService Class](https://developer.salesforce.com/docs/atlas.en-us.field_service_dev.meta/field_service_dev/apex_class_FSL_AppointmentBookingService.htm). - **Email:** If different contacts have the same email address, the agent refers to the first contact it finds. - **End of Time Horizon:** The end of the time horizon for appointments offered to customers is based on the work type’s Due Date Offset property. If this property is empty, the due date of the created service appointment is set to 7 days. When searching for time slots for this appointment, the system also considers the value defined in this setting: Maximum days to get candidates or to book an appointment. If the value is earlier than the appointment’s due date, this is used instead. The maximum value is 31. To find this setting, go to the Field Service Settings app and open the General Logic tab. Examples: - If the appointment’s due date is in 60 days and the maximum days to get candidates or to book an appointment is set to 15, the customer is offered appointments within 15 days. - If the appointment’s due date is in 20 days and the maximum days to get candidates or to book an appointment is set to 30, the customer is offered appointments within 20 days. - **Optimization:** Even if you aren’t currently using optimization features in your org, you can still use the agent for Autonomous Scheduling. If you haven’t configured the optimization engine settings, the default values for Scheduling Policy and Operating Hours are used. See [Configure Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more."). If you have configured the optimization engine, your settings are used instead. - **Service territories:** The agent requires a service territory classification mechanism, such as [map polygons](https://help.salesforce.com/s/articleView?id=service.pfs_map_polygons_enable.htm&language=en_US&type=5), to assign service territories to service appointments. Each service territory must also have active service territory members. - **Work Rules:** The default scheduling policy is Customer First, which includes the required work rules. These work rules help the agent get the time slots for an appointment. If you’ve modified the Customer First scheduling policy or if you prefer to use a different scheduling policy, make sure that it includes the Scheduled Start and Scheduled End work rules. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents."). - **Work types:** - The AI agent uses the name and the descriptions of your work types to find the most accurate work type for the service appointment. In the work type records, make sure that the names and descriptions are as detailed and accurate as possible. - All of the org’s work types are considered for scheduling. To speed up processing, you can modify the list of work types to only show the relevant ones. See [Configure Autonomous Scheduling for Field Service in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.").