Before you build your agents, learn about Autonomous Scheduling, and review the considerations.
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. |
- Considerations for Autonomous Scheduling for Field Service in the New Agentforce Builder
Before you set up your agents, review these considerations and limitations. - Ethical Instructions for Autonomous Scheduling in the New Agentforce Builder
Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles. - Escalations to a Representative in the New Agentforce Builder
Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios. - Understanding Customer-Initiated Scheduling for Field Service in the New Agentforce Builder
Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks. - Understanding Dispatcher-Prompted Outreach in the New Agentforce Builder
Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can rebook appointments from the Gantt in the Classic Dispatch Console or the Scheduling Console, or by conversing with the AI agent in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them. - Understanding Interactive Appointment Reminders in the New Agentforce Builder
Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment. - Understanding Proactive Asset Service Scheduling in the New Agentforce Builder
Free up your operations managers to deal with other tasks by streamlining the process of scheduling maintenance appointments. Agentforce autonomously contacts the customer so that they can coordinate the appointment and makes sure assets are scheduled for maintenance on time.