Set Up Customer-Initiated Scheduling for Field Service Manually in the New Agentforce Builder

Customer-Initiated Scheduling is implemented using the Field Service Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community.

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.

Note If you’ve used Salesforce Go to set up your agent, some of the steps are already completed and you can skip to connecting the agent to your messaging channel.

• Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the New Agentforce Builder
  Create the Field Service Scheduling agent from the template in Agentforce Studio.
• Create a Voice-Enabled Field Service Customer-Initiated Scheduling Agent in the New Agentforce Builder
  Let customers call in and speak with Agentforce to schedule, reschedule, cancel, or get information about an appointment. For complex requests that can’t be resolved by Agentforce, the conversation is seamlessly escalated to a service rep.
• (Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the New Agentforce Builder
  By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access so that prospect customers can schedule appointments without a contact record.
• Connect the Agent to Your Messaging Channel in the New Agentforce Builder
  Now that you’ve created your agent, you’re ready to connect it to your messaging channel.
• Route Your Customer-Initiated Scheduling Conversations in the New Agentforce Builder
  Set up flows to route conversations to and from your agent.